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Shell Energy Broadband Contact Number

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Shell Energy Broadband Contact Number Header

If you’ve got Shell Broadband, you’ll be glad to know that not only can you get help via the Shell Energy Broadband contact number, but also via other means as well such as email, live chat and through the online FAQ section on the Shell Energy Broadband website. This Shell Energy Broadband contact number guide will help you learn more about each of these Shell Broadband contact options to find the best option for you.

Shell Energy Broadband Contact Number

chubby man headphones

The most common way for customers to get in touch with this Broadband Providers is the Shell Energy Broadband contact number. Shell Broadband customer service has just a single number for its customers to call and is open seven days a week with reduced hours on Sundays.

When you call the Shell broadband contact number, it's actually the same number you’d call if you are a Shell Energy customer or have other Shell products. You can find the Shell Energy Broadband phone number, and the options you need to press to get through to the right department as quickly as possible.

Shell Broadband Contact Number
Shell Broadband Contact Shell Broadband Contact Number Shell Broadband Customer Service Hours IVR Option
Customer Service 0330 094 5801 Monday to Friday 8am to 8pm
Saturday 8am to 8pm
Sunday 9am to 6pm
Option 2 then option 6
Technical Support 0330 094 5801 Monday to Friday 8am to 8pm
Saturday 8am to 8pm
Sunday 9am to 6pm
Option 2 then option 2
Sales 0330 094 5801 Monday to Friday 8am to 8pm
Saturday 8am to 8pm
Sunday 9am to 6pm
Option 2 then option 3
Make A Payment 0330 094 5801 Monday to Friday 8am to 8pm
Saturday 8am to 8pm
Sunday 9am to 6pm
Option 2 then option 1
Cancellations 0330 094 5801 Monday to Friday 8am to 8pm
Saturday 8am to 8pm
Sunday 9am to 6pm
Option 2 then option 5
Moving Home 0330 094 5801 Monday to Friday 8am to 8pm
Saturday 8am to 8pm
Sunday 9am to 6pm
Option 2 then option 4

Last updated: 10/06/2022

It’s also worth mentioning that you can also say what your query is when you contact Shell Energy Broadband, rather than pressing the options. For example, if you want to talk about your bill you could say “I want to discuss my bill” or if you have an internet problem, you could say “my internet isn’t working”.

How Much Does A 0333 Number Cost From A Landline? The amount it costs to call a 0333 number in the UK varies depending on your telephone provider, however it will cost the same as a regular call to a landline. If you’ve got an inclusive calls package, it will be included in that.

Shell Broadband Live Chat

speech bubbles

If you don’t feel like picking up the phone and calling the Shell Energy Broadband contact number from above, you can jump onto the Shell Broadband live chat and talk with a representative quickly and with less fuss. To use the Shell Broadband live chat, follow these steps:

  1. Go to the Shell Broadband website
  2. Scroll down to the very bottom of the page and click Contact us
  3. On the next screen, in the Broadband box, click the button See contact options
  4. Scroll down and you will see the box Chat with us, click the button in that box
  5. A pop-up will appear in the bottom right corner of the screen

Like the Shell Energy Broadband Phone Number, the chat is the same for all products that Shell offers. If there are agents available and online, you will be able to enter your information and chat with them. Otherwise, you will see the messageLive chat is now offline”. You can either come back later or click the Contact form link to send a message that will be answered once somebody in the Shell Broadband customer service team is available.

Looking for Shell Broadband Reviews? If you want to know what other customers think about this provider, check out our Shell Energy Broadband Reviews page to learn more.

Shell Energy Broadband Email Address

woman using laptop

For customers with less-urgent enquiries, the Shell Energy Broadband email address can be an excellent way to contact Shell Energy about broadband. If you decide to use the Shell Energy Broadband email address, you should include the following information in your email to ensure its dealt with appropriately:

  • Your full name
  • Your Shell Broadband customer number
  • Billing and/or installation address

Also be sure to include as much information as possible about your enquiry to avoid unnecessary back-and-forth communication. Below is the Shell Energy Broadband email address.

Shell Broadband Email Address
Department Shell Broadband Email Address
Shell Broadband Customer Service [email protected]
Shell Broadband Complaints [email protected]

Last updated: 10/06/2022

Shell Broadband Complaints

girl reading letter

When things go wrong with Shell Broadband, you might decide that you’d like to make a Shell Broadband complaint. To do this, you’ll need to follow the following steps to get your Shell Broadband complaint dealt with as quickly as possible. We’ll also break down what you can do if you are still unhappy after you’ve filed a complaint with Shell Energy Broadband.

Step One

The first step is to contact Shell Energy, the customer service team will try to resolve your complaint in the first instance. You can make your initial Shell Broadband complaint in any of the following ways:

Shell Broadband Complaints Methods
Phone Email Post
0330 094 5800
Mon-Fri 8am to 6:30pm
Sat 9am to 4pm
[email protected] Customer Services
Shell Energy
PO Box 6363
Coventry
CV3 9LR

Last updated: 10/06/2022

Step Two

If you’re not happy with how your Shell Broadband complaint has been handled, you can escalate it for a review by a Team Manager. The Team Manager will review your complaint and see if they can resolve the issue. If they need more information from you, they will contact you anytime between 8am to 6:30pm Monday to Friday.

Step Three

This is the final opportunity for Shell Energy Broadband to resolve your complaint and is handled by the dedicated Shell Energy Broadband Complaints Team. This team will do everything possible to make sure you’re happy with the outcome of your complaint and will get back to you within five days of your complaint being escalated to them.

You can ask the Team Manager who has been handling your complaint to escalate it to this team, or you can email them directly on the email address below.

Shell Broadband Complaints Email Address
[email protected]

Last updated: 10/06/2022

Step Three

After eight weeks have passed, you can send your complaint to the Telecommunications Ombudsman for an independent review. The Ombudsman will look carefully at your Shell Broadband complaint and speak to both sides to mediate and find a resolution.

You can escalate your complaint to the Ombudsman in the following ways:

Write To Shell Broadband

contract pen

Some customers might feel the need to contact Shell Broadband with written correspondence, this might be following-up on a complaint, paying an outstanding bill by cheque or postal order, or for some other reason. We would only recommend that you write to Shell Broadband as a last resort as this is the slowest way to contact Shell Broadband. You can send any written correspondence to this address:

Shell Energy
PO Box 6363
Coventry
CV3 9LR

Shell Broadband Return Router Address

router in box

Customers who have recently cancelled their Shell Broadband account will need to return their router or face a £35 charge to cover the cost of it. To avoid being charged, you should follow the instructions in the email that Shell Broadband sends to you after you’ve cancelled your broadband account.

You won’t need to pay anything to return your Shell Broadband router as the provider will issue you with a Tracked48 returns label. If you’ve lost the email with the label, you can simply request a new one by emailing Shell Broadband customer service at [email protected].

The services and products mentioned on this website may only represent a small selection of the options available to you. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide.

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