Will my smart meter still work when my supply moves to Shell Energy?
It depends. If we use the same type of first-generation smart meter as GOTO Energy, there shouldn’t be an issue. But if you already had a first-generation smart meter when you moved to GOTO Energy, it may revert to non-smart mode. We’ll get in touch if this becomes an issue. But if you have a second-generation smart meter, you should find it still works.
Once your account is transferred, your smart meter will be linked to 'My Energy' in your online account. You can then see your energy usage online or with the Shell Energy app.
If you have a smart prepayment meter, you may find your meter reverts to non-smart mode. If this happens, you can top up by using the keypad to enter the UTRN (top-up code) into your meter or In Home Display.
I have a smart meter appointment booked with GOTO Energy – will this go ahead?
No. We use a different meter installer, so your appointment will be cancelled. We’ll be in touch soon to arrange a new one. If you have an emergency, please visit our emergency information page.
My smart meter isn’t working – should I call out an engineer?
If your smart meter isn’t working, don’t worry. We’re working to make your smart meter smart again. In the meantime, we’ll need to ask you to send us a meter reading.
How do I get a meter reading?
It may be a while since you’ve done this, so here’s how to get a meter reading.
The readings you send are always better than our estimates. They mean your bill will be accurate, and you’ll be paying the right amount for the energy you’re using.
Click here to Submit a reading.
What do I do if I have a faulty meter?
Once your account is up and running, we can arrange an appointment to replace your faulty meter. Once you receive an email confirming that your account has been set up, please contact us. We can then diagnose the fault with your meter and advise you on next steps. For emergencies, click here.
I joined GOTO Energy using Flipper – how will you contact me?
We’re sorry to hear that Flipper has also ceased trading. Since we don’t have an email address for you, we’ll send you everything you need to know by letter. Once your Shell Energy account is set up, you can log on and give us your email address for future communications if you’d prefer.
I was getting 100% renewable electricity, will I still get the same with Shell Energy?
All our electricity is 100% renewable as standard, whichever tariff you choose. Read more about our renewable electricity.
Does Shell Energy offer renewable energy?
The UK is committed to reaching net-zero carbon emissions by 2050, and so are we. At Shell Energy, we’re proud to offer 100% renewable electricity as standard on all our tariffs. And if you’d prefer your energy to be carbon neutral, you can upgrade to our Go Further tariff after your switch is complete.
Our mission is to guide our customers to a better energy future and support British households in the transition to net-zero emissions. Read more about our plan to help get the UK to net-zero.
What should I do if there’s an emergency with my energy supply?
If you can smell gas, call the National Grid immediately on 0800 111 999 (it’s free, and lines are open 24 hours).
If there’s an emergency with your electricity supply and your neighbours are also affected, please call your electricity network operator on 105.
For any other emergency situation, visit our emergency information page.
How can I contact you?
There’s no need to contact us at the moment, but if you still have questions, you can check the Help section of our website.
Stay up to date
You’ll find the latest updates by visiting our blog for GOTO Energy customers.
I'm still a bit concerned
We’d like to reassure you that everything’s in hand. We’re working closely with the administrator to move customers over in a smooth and timely fashion. We also have a dedicated team on hand to help.
If you’re worried about what to do next, please don’t be. We’ll be in touch soon to tell you how your switch is going.
If you’d like more information, see Ofgem’s FAQs.