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Contact Shell Energy

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Last update: October 7, 2023
Roams UK
Author: Roams UK
104 people have read this post in the last 12 months

Shell Energy Broadband were previously First Utility broadband. Shell Energy Broadband have also recently acquired Post Office Broadband. Both of these providers were known for their low budget packages. If you are a Post Office or former First Utility customer, you may be wondering if there will be changes to your service or contract. Read on to see how you can contact Shell Energy Broadband easily and find out! We also cover some frequently asked questions and troubleshoot them to save you time.

Contact Shell Energy

There are a number of different ways to contact Shell Energy Broadband.

Their Customer Care telephone number is 0330 0945801 between 8am and 8pm Monday to Friday and between 9am and 4pm on Saturday.

You can email Shell Energy Broadband at broadband.support@shellenergy.co.uk.

You can write to them at the following address: Shell Energy Retail LimitedPO Box 6363CoventryCV3 9LR

They request the following information to be included:

  • full name;
  • account number;
  • full address;
  • home telephone number; and
  • description of the problem and when it started.

If you can't raise a complaint yourself, you can ask someone with access to your information to do it for you. This representative can also ask for a paper copy of the complaint, a copy in braille, a copy with large text or an audio recording of the complaint.

Shell Energy Customer Care Reviews

Shell Energy Broadband has a fairly average rating from past and existing customers overall on many online review websites. Their Trustpilot rating is 3.9 stars out of 5, however keep in mind this is an overall rating from Shell Energy for all of their services, including energy and gas.


My broadband is acting up…

Try the following steps:

Restart your equipment

  • Switch off your router for 30 seconds, then turn it back on.
  • You should also switch off your device/devises and then switch it/them back on again.

Check your Wi-Fi connection

  • Check that the wireless icon is showing up as connected on your PC, Mac, smartphone or tablet.
  • If the connection is weak, or is regularly dropping in and out, try moving your device closer to the router.
  • If you have an Ethernet cable, try connecting it to a desktop or laptop computer to your broadband router using the cable and then re-test the connection. This will help to rule out a wireless issue as the cause of the problem.

Connect to the test socket

  • Locate the BT master socket – the socket where the line enters your premises from outside.
  • Detach the faceplate by unscrewing the screws.
  • If you have a two-port socket (with separate ports for broadband and telephone connections), after removing the faceplate you must also remove the plastic filter section beneath. Gently pull on this section to expose the rear test socket where you can connect your phone.
  • Once your telephone is connected, lift the handset and listen for the dial tone. If there is no dial tone, or if you hear a noise like crackling, popping or humming, contact Shell.
  • If there are no noticeable issues with the telephone service, connect your broadband router to the test socket (using a standard micro filter) to see if this resolves your broadband connectivity issues. If it does, this could indicate a fault with, or damage to, your internal telephone wiring, particularly if you use your router on an extension.

My Wifi is slow...

  • Put your router in top of a table or shelf, unblocked by furniture or general clutter. This way, your router will give out a clear, uninterrupted signal.
  • Avoid surrounding the router with metal objects like microwaves and Christmas tree lights. These can disrupt the signal quality. The kitchen is the worst place to put your router.
  • Try to position your router so that the signal will be strongest where it's needed the most, such as the home office, study or living room.
  • Avoid plugging your router into telephone extension sockets. Plugging your router into the master socket will offer the best connection in the house.
  • If you live in a large home or your house has thick walls, you may need to consider using Wi-Fi range extenders, boosters or powerline adapters to extend the wireless range. 
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Roams offers a free information and comparison service, which tries to help anyone find the product that best suits their needs. To ensure that the data presented is correct, extensive market research and product analysis is carried out. Our database of mobile phone and internet rates is updated every day. The content is frequently reviewed by a team of writers with previous experience and/or specific training in telephony.

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Nadia Pérez
Edited and revised por Nadia Pérez