About Your Energy Meters

Moving to Shell Energy

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Here are some answers to any questions you may have about your energy meters once you transfer to Shell Energy.

If you can't find the answer you're looking for, just contact the Shell Energy team who will be happy to help.

Will I lose power?

No, the change from Green Star Energy to Shell Energy won't impact your electricity and/or gas supply.

What do I do if I have a metering emergency?

Power cut? Call your Network Distributor on 105. Smell gas? Call the Gas Emergency Services on 0800 111 999.

If you have an issue with your meter and have received a notification that your supply has moved to Shell Energy, please contact us on 0330 094 5800, and select option nine. If we haven't notified you of a change, then please contact Green Star Energy on 0800 012 4510.

I've just had a meter exchange, is this on Shell Energy's records?

Yes, we've set up your account with the most up-to-date information. If for any reason you think we hold the wrong details, please get in touch.

Will the same company carry out my meter readings?

If you're on Shell Energy's Priority Services Register, you'll be eligible to receive meter read visits. Please click here to join the Register. The meter read visits will continue to be carried out by our partner, Lowri Beck.

I've booked a meter exchange - will this still go ahead?

Yes, any booked appointments will be completed before you move to Shell Energy.

Your Smart Meter

Will my smart meters still work?

If you have a functioning single rate smart meter, your smart services will remain in place when you switch. If you have two rates, you'll need to submit readings to us for the time being.

I have a smart meter appointment booked with Green Star Energy, will this still be going ahead?

Yes, any booked appointments will be completed before you move to Shell Energy.

How can I arrange to have smart meters installed?

You can visit 'My Account', and if you're eligible for a smart meter, book an installation using our appointment booking system.

Your Prepayment Meter

Will my Green Star Energy key/card work once my account is transferred?

Yes. Your key/card will still work but Shell Energy will send you a new one three days before you come onto supply. In all instances, you should use the Shell Energy key/card when topping up your prepayment meter.

What is my debt recovery rate going to be?

If you're paying a debt balance through the prepayment meter, the recovery rate will stay the same.

Can I top up online?

Yes, You will be able to top up online and on the new Shell Energy app available from your app store (search: Shell Energy Top Up) if you have a secure smart meter.

What will happen to the debt balance on my meter?

Any debt that's being paid off through the meter will remain, and be continually paid back at the current rate.

What will happen to the balance on my meter?

When you receive your new Shell Energy Prepay key/card, you may have some credit left from Green Star Energy. We advise that you use this before using your new Shell Energy key/card, or the credit on your meter will be lost. On your next top up, don't forget to use your new key/card or you'll miss out on Shell Energy's prepayment tariffs.

How can I pay if I'm a pay as you go customer?

If you have a smart meter, you can now top-up at any PayPoint outlet, or use our online app available from your app store (search: Shell Energy Top Up) or check online here. If you don't have a smart meter, then you can continue to top-up at any PayPoint or Payzone outlet.

Can I still use my local outlet to top up?

Yes, you can top up at any of the 29,000 PayPoint locations, click here to find your nearest top up point.

For customers with a smart meter, you can now top up easily by downloading the iOS & Android app. Just search 'Shell Energy Top Up' in your app store or click here to top-up online.

Can we help you today?

  • Find out about your Shell Energy payments here.
  • Find out about your Shell Energy bills here.
  • Join the Shell Energy Priority Services Register here.