Shell might be better known for its petrol stations and home energy deals, but it also runs a great broadband service. With deals for both broadband-only and broadband and phone packages, there’s something for everyone.
Shell Energy is currently in the process of being bought out by Octopus. But for now, nothing is changing, and the following details should be correct if you need support, or to complain.
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’s a contact centre available to handle your call. The number is 0330 094 5801. This is the same number if you need technical support.
The call centre is open between 8am-8pm Monday to Saturday, and 9am-6pm on Sunday.
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. If you want to get there faster, just type 'speak to a real person’.
This is generally the quickest way to try to solve your problem. The live chat means you’ll be speaking to someone almost immediately, and you won’t have to wait for them to get back to you as they try to deal with your query.
Visit the contact page to access live chat.
Shell Energy mail form
To send a message to Shell Energy, you can use this contact form. You should get a response within 10 working days.
Is Shell Energy broadband down?
Shell Energy doesn’t have its own service status checker. It can be a good idea to take a couple of very basic troubleshooting steps before spending time in a phone queue – especially if your service goes down outside of customer support hours.
First, try rebooting your Wi-Fi router and reboot the device 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.
For further help, you might like to read our guide to troubleshooting broadband.
How to complain about Shell Energy broadband
If you have ongoing problems with Shell Energy broadband, these are the ways you can complain:
Shell Energy's Twitter / X or Facebook page
We recommend complaining on Twitter to start, and making the tweet public.
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:
Shell Energy Retail Limited
PO Box 6363
If you think you might need to take your complaint further, this is often the best way to start a paper trail.
Complaining about Shell Energy broadband to Ombudsman Services
Ombudsman Services is on-hand if Shell Energy can't address your issue directly. If you’ve waited eight weeks for a resolution, or you've received a deadlock letter, you can contact the Ombudsman and request an investigation.
We have an in-depth guide on how to complain about broadband we recommend reading.
Had enough of Shell Energy? Switch and save!
If you've decided to move away from Shell Energy Broadband to another provider, the first step is to check you're out of contract. Leaving a contract early could mean paying an expensive cancellation fee. Read our guide to cancelling Shell Energy Broadband for more information.
If you're ready to switch to a different broadband provider, we've added our best few deals below for you:
Alternatively, you can see what broadband deals are available in your area right now by entering your address below:
Broadband Genie deals checker
If you need to contact Shell Energy’s customer service, you’ll have plenty of ways to do so. It's easily accessible on multiple platforms, from social media services like Twitter and Facebook, to a call centre and addresses for you to either email or write to. Shell Energy will try to help you out where they can, but if they can’t, then you’ll need to complain.
Sometimes complaining isn’t good enough, though. If so, you might want to leave Shell Energy and switch to a new provider. If you’re going to do so, you’ll want to check when your contract ends first. If you’re at the end of your contract or don’t mind paying the fee, we have a helpful guide on how to cancel Shell Energy broadband.