Reviews repeatedly point to recurring billing and problems after account migrations. Many customers mention frequent broadband dropouts and orders that were cancelled or delayed. Several reviewers name staff who fixed issues quickly and handled cases well. Others describe automated replies and complaints that went nowhere.
Examples from available reviews (Nov 2021 – Feb 2026).
Overcharged £64 and refused refund without card security number.
“They over charged me for £64 pound, I happened to find it out by chance.”
Positive experience receiving excellent service from Amjad.
“Excellent with Amjad excellent man”
After migration, broadband repeatedly drops for several minutes throughout day.
“my broadband started to disappear at all hours of the day”
Migration team member was unprofessional and complaints process was ineffective.
“The Shell Migration Team are the most inept group of individuals I have ever encountered.”
Several reviewers praise named employees for quick fixes and a sympathetic approach. Others describe overcharging, cancelled orders, and activations that failed and needed repeated chasing. Some also report rude or unhelpful frontline staff on the phone or in person.
Value comments focus mainly on billing problems. Customers mention unexpected charges, higher-than-expected final bills, and bank withdrawals made without authorisation after migration. Very few reviews mention bills being correct or fair.
Many accounts revolve around migrations and takeovers, with service disruption and account issues following. Some reviewers suggest leaving before a provider transfer finishes. A small number describe acceptable experiences when individual staff stepped in to help.
Broadband reliability stands out as the main product issue. Customers report frequent dropouts, lost connections, and weaker performance after migration. There are no substantive positive reviews describing sustained performance.
Communication complaints often mention automated replies and complaint processes that did not help. Several reviewers describe migration teams acting unprofessionally, with slow or ineffective responses. A smaller set contrasts this with individual staff who communicated well and showed empathy.
Most reviews are negative, mainly due to billing, migration, and reliability problems. Positive feedback centres on named employees who solved issues. Overall, the reviews contrast strong one-to-one support with wider operational failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Automated replies ignored gas meter issue; switching providers fixed it.
“i have had an issue with my gas meter which was not seding reads.”
TalkTalk takeover caused direct debit issues and unhelpful customer service.
“The customer service team in both companies are unhelpful”
They allegedly misinformed Octopus about debt and added charges.
“miss informed them of how much my debt is”
Overcharged £64 and refused refund without card security number.
“They over charged me for £64 pound, I happened to find it out by chance.”
Final bill overcharged and promised credit never applied after migration.
“My final bill from Shell Energy was more than double what it should have been.”
Positive experience receiving excellent service from Amjad.
“Excellent with Amjad excellent man”
Migration errors led to unauthorised £38 bank withdrawal and harassment.
“Today, they have taken £38 out of her bank!!!”
Migration team member was unprofessional and complaints process was ineffective.
“The Shell Migration Team are the most inept group of individuals I have ever encountered.”
Connection drops every ten seconds throughout the day.
“Abso £#@& drops every 10 secs”
No longer recommend because broadband migrated to TalkTalk after Octopus takeover.
“they are no longer providing broadband as Shell Energy”
Poor connection and unexplained £50.55 charge after leaving.
“My experience with shell was very bad . Connection was not good.”
Received a sympathetic approach from employee Zaynah J.
“Sympathetic approach by Zaynah J”
Elmedin resolved long-standing support issues quickly and effectively.
“Elmedin sorted the issues out quickly and effectively.”
Recommend leaving before TalkTalk takeover due to past harassment.
“Leave before Talk-Talk fully takes over”
Order delayed three weeks then cancelled; customer service was shocking.
“messed me around for 3 weeks without broadband then just cancelled it”
After migration, broadband repeatedly drops for several minutes throughout day.
“my broadband started to disappear at all hours of the day”
They charged about £200 for two months despite no internet and poor support.
“now I’m receiving bill for 75£ after you charged me £90 for installation”
Connection not activated; left without internet for several days and unsupported.
“still unable to connect to Wi-Fi.”
I had a bad experience with Shell Energy Broadband staff at their office in the suburb of Broadbeach. When I went there to get information about Supercharge your broadband with Ultrafast Fibre, they were extremely rude and didn't offer any information on the service. I felt really taken aback by the attitude of the staff at Shell Energy Broadband. I was asking about Supercharge your broadband with Ultrafast Fibre and they acted really condescending. But - now that I know how their competitors can beat them on speed, value, and customer service, I don't feel that bad about leaving! I wouldn’t recommend anyone to visit the store.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Shell Energy is a UK supplier of electricity and gas for homes and small businesses. It also sells home broadband and mobile services in Great Britain. Customers can manage accounts online to view bills and set up direct debits. Its electricity products are matched to renewable generation through guarantees of origin. Shell Energy runs retail energy and telecoms services across the UK residential market.