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Shell Energy broadband customer service contacts, problems and complaints

How to contact Shell Energy customer services and technical support

Previously known as First Utility, Shell Energy offers a range of broadband options. But if you have an issue with your broadband service and cannot find the contact details for Shell Energy, Broadband Genie is here to help. You’ll find everything you need right here on this page!

How to contact Shell Energy broadband support and customer service

Shell Energy offers a range of contact options for broadband customers, including web chat, email, and a call centre. The company also has a FAQ page to answer many of the more common questions you may have about your broadband service.

Shell Broadband customer service telephone number

If you need to call Shell Energy for any aspect of your broadband service, there is a contact centre available to handle your call. The number is 0330 094 5801.

The call centre is open between 8am to 8pm Monday to Friday, and 9am to 4pm on Saturdays. The best times to call are between 11am to 3pm on weekdays, and Saturdays from 1.30pm to 3.30pm.

Shell Energy email address

If you prefer to contact Shell Energy by email, there is a specific email address for broadband queries: [email protected], alternatively you can fill out an online contact form.

Shell Energy address

You can write to Shell Energy at the following address.

Shell Energy Retail Limited
PO Box 6363

Shell Energy live chat

Shell Energy has a very accessible live chat option that begins with a bot to answer basic broadband questions and then hands you over to a real person (type 'speak to a real person' to get there fast). Visit the contact page to access live chat.

Is Shell Energy broadband down?

Shell Energy does not have its own service status checker so if your broadband is not working, you may have to call the call centre or find out. You may like to take a couple of very basic troubleshooting steps yourself first, especially if your service goes down outside of customer support hours.

Reboot your broadband modern and/or router and reboot the device(s) you use to access the internet. Many broadband issues can be fixed with a simple reset!

Shell energy also has a useful troubleshooting page that walks you through some checks you can make to get your broadband working again.

If that doesn’t work, Shell Energy has a Twitter feed and a Facebook page you can check to see if there are mentions of network outages.

For further help, you might like to read our guide to troubleshooting broadband.

How to complain about Shell Energy broadband

Get in touch with Shell Energy via Twitter, Facebook or email

It can be worth trying social media before anything else as you may get a quick response. You can contact Shell Energy via Twitter and Facebook page. Or email them at [email protected].

Contact customer services

If social media doesn’t fix your issue, or you’d like to go straight to a more formal complaint, your first step should be getting in touch with customer services. Contact them on 0330 094 5801.

Complain to Shell Energy in writing

If you prefer to outline your complaint in a letter, you can write to Shell Energy broadband customer services directly. They are at:

Shell Energy Retail Limited
PO Box 6363

Complaining about Shell Energy broadband to Ombudsman Services: Communications

Ombudsman Services is there if Shell Energy cannot address your issue directly. If you have waited eight weeks for a resolution or have received a deadlock letter, you can contact the ombudsman and request they investigate your case.

If you would like advice on how to complain about broadband, read our in-depth guide.

Had enough of Shell Energy? Switch and save £££s

If you've decided to move away from Shell Energy Broadband to another provider then you should first check you're out of contract, or you could pay an additional early cancellation fee; read our guide to cancelling Shell Energy Broadband for more information. 

If you're ready to switch we've added our best few deals below for you:

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