Impact of COVID-19 (coronavirus)

An update from the Shell Energy team as of 21 September 2021

We’re closely following government guidance on COVID-19 (coronavirus). It’s important that we each do our part by adhering to the guidelines set out by the government.

We’re continuing to work hard to make sure our services remain up and running during this time, and many of our employees continue to work from home. Please bear with us if it takes slightly longer for us to answer your call, or if there is any background noise.

You can make the most of our mobile app, which is the quickest and easiest way to stay on top of your energy. You can download it by searching for ‘Shell Energy’ in the Apple App Store or Google Play Store on your smartphone. You’ll be able to view your account details, make a payment, update your direct debit or contact details, change your tariff, and much more. You can also manage your account online and find the answers to most of your questions in our Help section on our website.

Check out our helpful guide that outlines all our self-service resources to make sure you can manage your account in the best and most efficient way possible. And have a look at our energy tariffs and get a quote, or check out our broadband packages to make sure you stay connected. 

For more helpful information and updates, such as energy saving advice to help keep your home cool during summer, and tips for getting the most out of your broadband and smart tech at home, keep an eye on our blog.

Smart meter installations update

Smart meters are an essential national upgrade to the UK's energy system. That's why installations will continue, with the necessary safety precautions in place.

We recommend staying up-to-date with your area's government guidance, and you can do that on the following websites:

Wales -

England -

Scotland -

If you live in an area where current government guidance restricts non-essential household visits, or you’re self isolating, please don’t book an appointment. 

Otherwise, you can book your smart meter installation online.

Our smart meter installation safety precautions

It’s very important that both our customers and engineers feel comfortable and stay safe during the installation, which is why we’ve developed a new process that keeps you protected.

Engineers will come equipped with PPE, including a protective mask, gloves and glasses, as well as hygiene items including antibacterial wipes and hand sanitiser. Engineers will also strictly adhere to social distancing rules, maintaining at least two metres from occupants at all times. For more information, please read the risk assessment from our installation partner SMS Plc.

To hear more about how we’re keeping our customers safe during installations, head over to our blog.

Worried about managing your bills?

We understand that during this time you may experience difficulty in managing the payments of your bills. We’re here to help and support you during this time. If you have any questions, you can visit our FAQs section for more information on your options.

If you have a prepayment meter that doesn’t have the ability to be topped up remotely, there are steps we advise you to take should you feel unwell or need to self-isolate. You can find out more on our dedicated prepay help section.

Managing your account

You can manage your energy account and broadband account as normal by logging in or using our app. When you login via My Account, you can:

You can also reach us via:

Managing your energy

At this time, saving energy at home and keeping energy bills low is more important than ever before. We’ve done some research about how energy and broadband usage has been affected by the lockdown.

We’ve also put together some quick and easy-to-follow energy saving tips that you can implement at home.

We understand that a lot of our customers and our colleagues are juggling many roles at home at the moment - teacher, carer, cook and entertainer all at once, while still maintaining other responsibilities like working from home. We’ve put together a pack of fun, educational activities, all themed around renewable energy and broadband, to help keep your children entertained at home. Try out our kids activity packs here.

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.

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

Social media

Send us a message or use the hashtag #AskShellEnergy on Facebook and Twitter, and we’ll get back to you as soon as possible.


    You can email us using our email contact form


    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

    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

    Boiler replacement update

    Our boiler replacement service is carried out by HomeServe.

    We’re prioritising the safety of our customers and HomeServe engineers, which is why all new boiler surveys will be carried out by video call. Before carrying out your boiler replacement, HomeServe will ask you if you have contracted COVID-19, or are self-isolating as per government guidelines. 

    You can get an online quote for your boiler replacement here

    For more information on HomeServe’s safety precautions, you can view their COVID-19 FAQs or give them a call on 0330 024 7261.* 

    HomeServe lines are open 8am - 6.30pm Monday to Friday. This excludes bank holidays. Calls may be recorded for quality control and training purposes.