We're now owned by Octopus Energy

Last updated: 26 March 2024

Information for broadband customers

Your broadband and phone service will continue uninterrupted on the TalkTalk Network, and you don’t need to do anything. Learn more about this on our Help page.

Information for energy customers

Shell Energy Retail Limited in the UK is wholly owned and fully operated by Octopus Energy Limited. As of 1 December 2023, Shell Energy Retail Limited is no longer a part of the Shell Group of Companies.

Octopus Energy is making steady progress in moving customers to their systems. Visit the Octopus blog post for the latest updates.

Haven’t moved yet? We expect remaining customers will be moved over by the end of April, so it shouldn’t be too much longer now.

Until you hear from Octopus confirming your account has moved to their systems, there’s no need to contact them, and:

  • Your energy supply won’t be affected in any way
  • Our friendly Shell Energy teams are on hand to help you by phone
  • Your Direct Debit will continue to work, and there’s no need to cancel it
  • If you pay by cheque, you still need to send it to our address

 

Get in touch

If you need to contact us, speak to the Octopus team on freephone number 0808 164 1088, 9am to 5pm Monday-Thursday (9am to 4pm on Fridays).

In an emergency

If your meter is sparking or on fire, call 999 immediately.

If there is a gas leak/ or you think you smell gas, call the gas emergency line on 0800 111 999 as soon as possible, even if you aren't 100% sure, and then follow the steps on the checklist https://octopus.energy/emergency/  

My Account

From 26 March you’ll no longer be able to access My Account. Don’t worry, we’re moving all your previous bills and payment details over to your new Octopus Energy account so you’ll be able to access them there once you’ve been set up.

Our mobile app

Our mobile app is no longer available. Once you’ve moved to Octopus, you’ll get new details to log in and manage your Octopus Energy account using their app.

Download their app using the links below:

Download on the App Store
Get it on Google Play

Questions and answers

1. Will I still get 100% renewable electricity?

Yes, Octopus provides all customers with 100% renewable electricity.

2. Will my tariff prices change?

If you’re on a flexible (standard variable) tariff with us, its rates are set in line with Ofgem’s price cap every three months.

3. Will my fixed energy tariff be honoured by Octopus?

Yes, it will. Your prices won’t change, the terms of your contract will be honoured, and when your contract period is due to end you’ll be given plenty of notice.

4. Will my account number stay the same?

Over the coming months, Octopus will share your new account details with you.

5. Should I go ahead and switch my service to Octopus?

You don’t need to do anything. Over the coming months, Octopus will transfer your account seamlessly in the background - so you won’t need to lift a finger.

6. If I have a problem, do I call Shell Energy customer services or Octopus?

Shell Energy’s dedicated and experienced customer service team is still here to help with customer enquiries.

7. Where will my Warm Home Discount payment come from?

If you receive the Warm Home Discount, you’ll get the payment as expected from Shell Energy - on your bill, smart prepayment meter or by prepayment voucher. If we’re unable to apply the discount to your account, we’ll send you a bank payment or cheque.

8. Do I need to change my Direct Debit with Shell Energy?

If you pay by Direct Debit, there’s no need to cancel it. Octopus will automatically transfer your Direct Debit at the right time. Your payment will be taken on the same day each month and will continue to be assessed regularly, to make sure you’re paying the right amount for your energy.

9. My account is in credit, will that be carried over to my Octopus account?

Rest assured, your account credit will not be affected and remains your money. You’ll continue to pay for the energy you use, so you’ll see your balance change as usual each month as charges and payments are made.

10. Will my prepayment meter still work normally?

Yes, your top-up card or key will work as usual. If you have a smart prepayment meter, you can also continue to top up online and in the Shell Energy Top Up app.

11. Will smart meter installation appointments still go ahead?

We’re no longer offering smart meter appointments. Once Octopus confirms that your energy account has moved to their systems, you can book an installation with them. Thanks for your patience.

Already booked with us? Don’t worry, your appointment still stands. If you need to cancel, give our installation partners, SMS Plc, on 0330 094 5231. Lines are open 8am to 6.30pm Monday to Friday, and 9am to 4pm on Saturdays.

12. I’ve got an open complaint with Shell Energy, can Octopus take it over?

Octopus won’t be able to access details of your complaint until your account has been transferred to them, so the best thing to do is keep talking to us so we can resolve the issue. If your complaint is still open after you become an Octopus customer, they’ll continue to help you achieve that resolution.

13. What happens with the Shell Go+ fuel discount?

Customers who joined or renewed with us before 5 October are still eligible for the 3% fuel discount, and will be contacted at the end of their contract term.

If you joined us or renewed an existing contract with us on or after 5 October 2023, you won’t be eligible for the 3% fuel saving. But you can still join the Shell Go+ rewards programme and enjoy its benefits.