Reviews Analysed
21
We Collect & Analyse Reviews
Shell Energy
Experiences & Reviews
Shell Energy is the consumer-facing retail brand of the global energy company Shell, historically supplying electricity and gas to domestic customers in the UK and offering broadband services under the Shell Energy Broadband brand. Its operations include customer billing, meter reads and retail customer support; energy suppliers in the UK operate under regulatory oversight and standard consumer protections.
Overview & Key Metrics
Positive Sentiment
29%
Latest Review
13d
Overall Rating
2.2
Our Analysis
🎯
Service quality
Most reviewers describe poor customer service: long delays, unhelpful or rude staff, and unresolved complaints; a few single-agent positives are noted.
Share
Weak
20%
💰
Value for money
Frequent complaints about billing and charges: unexpected final bills, disputed debits and overcharges, with several reports of promised refunds not applied.
Share
Weak
8%
⚡
User experience
Customers report frustrating account journeys: forced migrations, cancelled orders, delayed activations and poor support when setting up or leaving services.
Share
Weak
21%
🔧
Product quality
Reports focus on service reliability and meters: repeated broadband drops, failed installations and meters not sending reads affecting day-to-day use.
Share
Weak
9%
📞
Communication
Many reviews cite poor communication: automated or incorrect messages, broken promises on credits/refunds, repeated calls and unclear migration notices.
Share
Weak
19%
⭐
Overall experience
Overall reviewer impressions are predominantly negative, driven by recurring billing, migration and reliability issues; a minority praise individual employees.
Share
Weak
22%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
Migration rip off
"I was with Shell Energy broadband which has now been migrated automatically to TalkTalk. My final bill from Shell Energy was more than double what it..."
Mandeep
Trustpilot
Sep 30, 2025
Featured for: Migration and billing failure example
Shell energy broadband is the worst…
"Shell energy broadband is the worst customer service I have ever experienced so far. They over charged me for £64 pound, I happened to find it out by..."
helen yang
Trustpilot
Sep 30, 2025
Featured for: Refund process and alleged scam
Updated review of my ( now) Talk Talk Broadband
"I recently wrote a review of my experiences with my Shell Energy Broadband account and my subsequent experience after Shell Energy sold their energy a..."
Mr Mulvey
Trustpilot
Sep 30, 2025
Featured for: Technical reliability and migration impact
Elmedin is a superstar
"Elmedin is a superb shell energy employee. I have really struggled to get the support I needed on previous calls with Shel..."
Samuel Duncan
Trustpilot
Sep 30, 2025
Featured for: Positive staff resolution example
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
B
Beverley Haigh
trustpilot.com
Sep 30, 2025
free palestine
...
A
Angry customer
trustpilot.com
Sep 30, 2025
they are the worst
the only reason I have given one star is because i can't give less. I have had an issue with my gas meter which was not seding reads. I have informed...
J
Joy Anderson
trustpilot.com
Sep 30, 2025
Robbers
Robbers. Talktalk took over Shell for broadband and telephone. Just days before the handover they took their DD and now Talktalk know nothing about it...
D
Daniel Flowers
trustpilot.com
Sep 30, 2025
This company has been bought out by…
This company has been bought out by Octopus Energy and miss informed them of how much my debt is and in actual terms they have added on more and a sig...
h
helen yang
trustpilot.com
Sep 30, 2025
Shell energy broadband is the worst…
Shell energy broadband is the worst customer service I have ever experienced so far. They over charged me for £64 pound, I happened to find it out by...
M
Mandeep
trustpilot.com
Sep 30, 2025
Migration rip off
I was with Shell Energy broadband which has now been migrated automatically to TalkTalk. My final bill from Shell Energy was more than double what it...
M
Mrs Dolina Macmaster
trustpilot.com
Sep 30, 2025
Excellent with Amjad excellent man
Excellent with Am...
C
Claire Barber
trustpilot.com
Sep 30, 2025
SCAMMERS!
SCAMMERS!! My mother had been with Shell Energy and they just with Talk Talk (one of the worse companies you will find to deal with) so we cancelled p...
N
N Stirling
trustpilot.com
Sep 30, 2025
The Shell Migration Team are the most…
The Shell Migration Team are the most inept group of individuals I have ever encountered. The individual who I spoke with on 09 August 2024 was unprof...
A
Aaron M
trustpilot.com
Sep 30, 2025
Abso £#@& drops every 10 secs this…
Abso £#@& drops every 10 secs this happens...
K
Kuba Zacharczuk
trustpilot.com
Sep 30, 2025
avoid those scammers
avoid those scammers . sold my contract to...
x
xPEDx Roso
trustpilot.com
Sep 30, 2025
A great Broadband provider
A great Broadband provider, However i can no longer Recommend Them To Any one. ...Why? .. 1, Well they are now owned by Octopus Enrgy , (Also a good e...
S
S Hass
trustpilot.com
Sep 30, 2025
I have had shell broadband for 18…
I have had shell broadband for 18 months. My experience with shell was very bad . Connection was not good. I have called them few times but it was sti...
D
Dr. S. L.
trustpilot.com
Sep 30, 2025
Sympathetic approach by Zaynah J
Sympathetic appr...
S
Samuel Duncan
trustpilot.com
Sep 30, 2025
Elmedin is a superstar
Elmedin is a superb shell energy employee. I have really struggled to get the support I needed on previous calls with Shel...
M
Mike
trustpilot.com
Sep 30, 2025
To all current Shell Customers.
I was a customer of Shell Broadband Services, never had a single issue. Until Octopus allowed Talk-Talk to takeover. So, I have terminated my contract...
K
Kristian Arthington
trustpilot.com
Sep 30, 2025
Put new order in then kerp vlearthey messed me…
Put new order in then they messed me around for 3 weeks without broadband then ju...
M
Mr Mulvey
trustpilot.com
Sep 30, 2025
Updated review of my ( now) Talk Talk Broadband
I recently wrote a review of my experiences with my Shell Energy Broadband account and my subsequent experience after Shell Energy sold their energy a...
�
Х. Х.
trustpilot.com
Sep 30, 2025
I’m disgusted from your service and…
I’m disgusted from your service and your customer support first of all you’ve tried to take money of my account I’ve had no enough funds I’ve put mone...
C
Cariad
trustpilot.com
Sep 30, 2025
Supposed to go live yesterday ( 9th…
Supposed to go live yesterday ( 9th July ) come 6pm on the 10th still unable to connect to Wi-Fi. Call put into Shell who informs us that there is a f...
Conclusion
Reviews of Shell Energy in this sample highlight recurring issues that consumers should check before signing up or during a migration: multiple reviewers report unexpected or disputed charges, final-bill discrepancies and difficulties obtaining refunds. There are frequent accounts of broadband reliability problems and meter-reading faults that affected service continuity. Several reviews describe poor or automated communication and problematic migration or cancellation handling, although a small number of customers praised specific staff members who resolved issues. Prospective customers should monitor billing closely, keep records of communications, and consider the risks reported here when comparing providers.