First Utility Reviews

1.26 Rating 88 Reviews
6 %
of reviewers recommend First Utility
Merchant Metrics
Shipping & Delivery
Delivery Methods
Customer Service
Communication Channels
Telephone, Live Chat, Email
Queries Resolved In
Over A Week
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First Utility 1 star review on 22nd February 2020
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Anonymous  // 01/01/2019
Dreadful company. Big jumps in DD payments. Terrible APP that’s always got faults. Nightmare with fitting smart meters that don’t work. Usage gone up since new meters fitted. Can’t wait till tariff ends so I can go elsewhere. Customer service non existent. AVOID !!!
Posted 1 week ago
I took over a house and these incompetents were the Energy suppliers.
I've told them the house is empty. I've told them that the gas is not connected. Apart from the odd power tool or light bulb, nothing is being used!! That doesn't stop them sending massive estimated bills.
If you have the nerve to be ill or be away on the day they want your meter reading(5th of each month)then they immediately send an estimated bill. They have caused me so much anxiety. I started an official complaint. They sent me standard email after email, then asked if they could now "close" the complaint. I realised I was wasting my time, so I said 'yes'. The day after I got an email saying that my bill has now been handed over to Debt Collection!.....even though they now have actual readings.
You cannot get through on the phone.....PLEASE AVOID FOR YOUR OWN GOOD. DONT SAY YOU WERENT WARNED.
Posted 1 month ago
The technical support is extremely poor. Be a customer for 5 months and STILL have no reliable broadband. The signal keeps dropping out and the technical support suggested it was my living room lighting!!!
Please do not take a contract with these people
NB have contacted the Ombudsman re their "service"
Posted 2 months ago
Whatever you do, DO NOT join this service. If I could give them 0 stars, I would. They charge you a ridiculous amount and as a student I cannot afford it. Whenever I have tried to contact them about something they have been extremely rude and unprofessional. They are liars and thieves.
Posted 2 months ago
Avoid Shell Energy; These cowboys deserve zero rating. I am now having to pay a large disputed bill otherwise my credit rating will be destroyed.
Posted 2 months ago
I'm unable to get a meter reading accepted and have had a complaint with them for 2 years on this. I rang and changed tariff in oct 19 and guess what, the change wasn't made. Very poor now changed back to my original supplier. Expecting a ding song when my final bill comes in! Dont go near them.
Posted 2 months ago
Lucky to get 1 star. Absolutely useless. Gave them our annual consumption in fuel and quoted us a monthly fee, Signed up with them and after 3 months informed us that we needed to increase our monthly fee by 113%. Couldn't leave so had to stick with it, when our contract expired and we wanted to leave I've asked for a final bill 6 times so that i can pay it and it still hasn't arrived, this despite the promises that it's been sent. PLEASE DONT BOTHER
Posted 2 months ago
very bad company dont join them please you will regret for the rest of your life.
Posted 2 months ago
Since shell took over first utility it as gone down hill. You can never get through to them on the phone I was trying for 35 to 50 minutes each time so I gave up. The energy prices just seem to jump up. I will be looking to leave when my contract is up. For a big company it's shocking.
Posted 2 months ago
😈😈😈😈😈😈😈😈😈😈😈😈😈I left one star, not for the shop, not for the people working there actually they do an amazing good job, well done πŸ˜‰.
Unfortunately the Manager, didn't know that, the broadband from "SHELL"
is NOT working having lost £130 for stopping the service after few days.
I raccomande him to check
I'm sure he will be much more helpful next time
GET AWAY Shell broadband
Posted 3 months ago
Customer service is terrible been trying 2 phone 4 ages.and kept on hold usually for 30 to 40 minutes. And end up having to hang up.glad my contact is nearing end .coz I will b leaving them.
Posted 3 months ago
shocking service
I am currently Shell Energy customer (won’t be long before I switch) I have find out that our gas bill is 3 times higher than what it should be, queried this in July last year and still waiting to resolve this issue. Just spent an hour and 40 mins with them on the phone, they took 50 mins just to answer phone??? Shocking service
Posted 3 months ago
Switched to Shell because they advertised cheaper fuel rates. Was initially billed £78 a month but this soon went up to £110. Since joining I have never been able to log into my account. Despite many emails over many months it was still not resolved. Trying to phone and talk to someone is a nightmare. Every button on the website always takes you back to the 'live chat' virtual assistant. When the questions get too hard for it, it tells you to log into your account!! I eventually put a complaint in.
Low and behold, I received a few emails stating they were dealing with the case, followed promptly by one which said the complain was now resolved so now closed. I still could not log into my account. I was now back to square one again with the emails and trying to talk to someone.
I have now cancelled my DD, lets see how fast it is before someone now rings me
I will never use this company again!
Posted 3 months ago
I had a door to door sales man from shell, after looking at my smart meter said I could save £20 a month, as i was currently paying £85, i agreed n signed up only to find out after a friend said it was impossible looking at my units or what ever they are, rang to complain n they agreed it should of been £85 a month, am now going through ombudsman n just received my first month bill £120 !! What a scam of a company with no morals, they should be a shamed of themselves!! And i totally agree with the previous ladies comments about the trust pilot reviews, staff clearly writing those !!!
Posted 3 months ago
Awful company, thank god i wasn't a signed up member!
Moved into a property supplied by Shell Energy, switched straight away, took meter reading and supplied to them on the 1st day.
Then they start sending text messages to say to call a number to pay, search of the number online shows it as a scamming number rated as 'Dangerous' on 'Who Called Me'.
When you call the number they want all your personal details and bank details without even confirming anything to prove who they are and they know who is calling them, they ended up hanging up on me when I asked them to confirm some of my details even just my door number.
Go to the website, its just as bad trying to get some contact details, eventually had to fill out a form as even the online chat isn't a chat, its automated.
Eventually get an email from them confirming the details, and I pay and send them confirmation via email, then I continue to get threatening messages about outstanding payment and debt collectors.
Awful company, I'm guessing staff members have increased their ratings on Trustpilot, have a look at their ratings on some other sites.
Posted 3 months ago
My Shell Energy experience has been quite appalling from waiting nearly an hour on the phone only to be cut off when 6th in the queue from 75th and then not being believed regarding a meter reading. Final straw came when the call back as promised did not materialise and so the saga goes on. To anyone thinking of joining Shell Energy ...... don't - you will bitterly regret you decision
Posted 3 months ago
I was with first utility which was fine, but shell energy is just unscrupulous. Not only does their billing make no sense but the bills have steadily increased month to month despite nothing having changed from my end. I’ve paid my bills consistently and according to my calculations I use on average £90 - £100 max monthly for both gas and electricity but they’ve increased my bill to £170 for a 2 bed flat because I want to leave their company. I can’t afford to pay that amount every month. I’m so frustrated.
Posted 3 months ago
First utility were good until shell energy , shell energy never call back they estimate my bill which is incorrect.

Still waiting for my call back the polish lady promised me this morning at 8am youvhsve estimated my bill wrong which she admitted and I gave you my readings on 8 Jan call me urgent it I will cancel my DD

Posted 4 months ago
Shell Energy is a dreadful company. It is almost impossible to get through to them on the telephone. They offer to ring you back after you have been for about 13 minutes. When they do ring back, it could be hours after you made the initial call and not always convenient to take the call.

As for emails - they either ignore them or reply to them days later.

They promise to do help you and then promptly forget so you have to go through the whole rigmarol again.

All in all, if you don't want your blood pressure to reach boiling point keep well away from them
Posted 4 months ago
Atrocious company. I would not recommend Shell Energy to my worst enemy. The resolutions team is not fit for purpose. Despite repeatedly telling them my property has been empty since the tenants left last summer and no final meter readings had been taken Shell Energy keep sending me estimated bills.
Posted 4 months ago
First Utility is rated 1.26 based on 88 reviews