Impact of COVID-19 (coronavirus)

An update from the Shell Energy team

We’re closely following government advice on COVID-19 (coronavirus) as the situation develops. We want to make sure we continue to give our customers all the support they need, while still protecting the wellbeing of both our staff and customers.

You can manage your energy account as normal by logging in or using our app. Where possible, please do this in the first instance.

If you’re in need of urgent support, you can call us on the relevant number below. It might take a little longer for us to answer, but we’ll make sure you speak to a member of our team.

If your issue is less critical, we can help on live chat and email – just follow the links below. We’ve also included useful information and links for both energy and broadband customers

We’ll also keep this page updated as the situation changes.

Need to contact us?

Energy customers

If you’d like to make a payment, submit readings or view your bill, you can do this on your online account.

Log in to your energy account

Broadband customers

If you’d like to view your bill or manage your account you can do this on your online account.

Log in to your broadband account

Online chat

The quickest way to speak to us during this time is to use online chat.

Open online chat

Our online chat is available:
Monday - Friday: 7am - 9pm
Saturday: 9am - 5pm
Sunday: Closed


You can email us at:


If you need to talk to us on the phone, please be aware that you may need to wait longer than usual.

Energy customers


Lines are open:
Monday - Friday: 8am - 6.30pm
Saturday: 9am - 4pm
Sunday: Closed

Prepayment energy customers


Lines are open:
Monday - Friday: 8am - 8pm
Saturday: 9am - 4pm
Sunday: Closed

Broadband customers


Lines are open:
Monday - Friday: 8am - 8pm
Saturday: 9am - 4pm
Sunday: Closed

Useful information - energy customers

Vulnerable customers

If you believe you’re in need of extra support, then you can apply online to our Priority Services Register. This helps us identify our vulnerable customers, and you could be entitled to extra help because of your unique circumstances.

In case of emergency

Emergency contact information and advice for your gas and electricity supply

Prepay energy customers

Advice for our customers with Prepayment meters


If you’re concerned about managing your payments during the next few weeks, you can talk to our dedicated team who can help.

Find out more about managing your payments

Useful information - broadband customers

Your broadband is unlimited

You don’t need to worry about usage caps or hidden charges during this time.

Your broadband performance

We’re working with our network partners to make sure your broadband performance is maintained at this time when there will be increased demand on the network.

If you’re a First Broadband or Fast Broadband customer and feel that you need increased capacity, please give us a call on 0330 094 5801 and select option 2 for Broadband, then option 2 again. We can then discuss options to upgrade you to one of our Superfast Fibre products.

Loss of service

Our agents will ask you to perform a number of checks as part of the fault diagnostics. It’d be really helpful if you can do this prior to contacting us by visiting our help and advice pages, as this could resolve a number of issues.

Video help is also available through the links provided below:

Broadband troubleshooting

Broadband speed troubleshooting

Phone diagnostic checks


Payments can still be made via our automated payments system by phoning 0330 094 5801, selecting option 2 for Broadband, then option 1 for existing customer, then option 1 to make a payment.