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Is Shell broadband down? What to do if your internet is not working

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Last update: August 24, 2023
Fernando Carrillo
2.061 people have read this post in the last 12 months

Having trouble knowing what to do if your shell broadband is down? This post will help you identify whether Shell broadband is down in your area. If it is not, we’ll talk about how to solve common connection problems with your Wi-Fi and report an outage or problem to the company.

How to check if Shell broadband is down.

If you are having trouble connecting with your shell broadband and want to check if it’s down, there are several reasons why this might be happening; connectivity issues happen every once in a while, and this issue might occur due to a minor problem. Before placing a call to our call centre, you can take several basic troubleshooting steps on your own.

You can easily check any issue with your shell broadband if you suspect it might be down by double-checking your set-up and ensuring your cables are fixed and well-secured in the back of your router before restarting it.

How to do this:

  • First, try switching off your router for 30 seconds.
  • Check and double-check if your router is secured and make sure it is well plugged into the master socket.
  • Connect to a microfilter if the need may be.
  • Switch off gadgets such as your personal computer, MacBook or tablet.
  • Wait two minutes for the router to come back on and tries to connect to the internet.

If you are having issues getting this done, a router guide inside your router box will help you check if your setup is correct.

Also, having issues connecting with your broadband might occur due to problems in your area, such as an outage. We have an Openreach that prioritises these faults to get your area and help you connect back up as soon as possible.

If you are still experiencing issues connecting with your shell broadband, then the issue might be from us. You can reach out to shell broadband by calling 0330 094 5801, and the problem will be quickly checked and fixed as soon as possible.

What to do if you are having problems with your shell broadband.

If you noticed your shell broadband might be faulty, you could easily resolve the problem with the guide provided below:

First, restart your equipment

  • Turn off your router for 30 seconds before powering it back on
  • Switch off gadgets such as your personal computer, MacBook, Tablets or smartphone for a few seconds, then switch it back on again.

Check the connections of your Wi-Fi

  • Ensure that your Wi-Fi connections, such as your pc, smartphone or tablet, indicate that it's connected
  • If you notice the connection is weak or drops out regularly, move your device closer to the router to get a stronger connection.
  • If an ethereal cable is available, try using the cable to connect a desktop or laptop computer to your broadband router and then test the connection again. If there are any wireless issues, this will help to rule out the cause of the problem.

How to report a broadband outage on Shell Energy

Suppose you have an outage issue with your shell broadband and would like to make a complaint. Shell energy broadband can be reached on numerous contact options such as email, web chat and call centre.

Shell energy company also has a FAQ page that answers many common questions customers ask about broadband services.

Shell energy can be reached via our contact number: 0330 094 5801.

You can place your call on weekdays between 8 am to 8 pm.

On Saturdays, Shell Broadband are available between 9 am to 4 pm.

The best times you can get a prompt answers are between 11 am to 3 pm on weekdays and between 1:30 pm to 3:30 pm on Saturdays.

Email Address for Shell Energy

If you would like to contact shell energy via email address, we have an email address that is specifically for broadband queries:


You can also fill out an online contact form.


Shell energy live chat can be accessed easily with live chat options that begin with a bot available to answer basic broadband questions before handing your call over to a real person (you can easily reach out to a real person by typing ‘speak to a real person). Or visit the contact page to access live chat.

Shell Energy has an in-depth guide for advice on how to complain about broadband.

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Our methodology
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.

Personas que han participado en este post:

Fernando Carrillo
Actualizado por Fernando Carrillo

Fernando estudió Administración, Publicidad y Relaciones Públicas. Con más de dos años de experiencia en Roams, Fernando es experto en el asesoramiento sobre telefonía, tarifas de móvil e internet. Además, también es especialista en canales de televisión y las distintas ofertas que tienen los operadores con tv.

Nadia Pérez
Edited and revised por Nadia Pérez