Last December Octopus Energy purchased Shell Energy Retail Limited’s home energy and broadband business. We promised we’d let you know when we had a further update on what’s happening with your broadband and phone service.

Octopus Energy are experts in energy, so they wanted to find a great home for our broadband and phone customers so that you can continue to benefit from access to affordable, reliable connectivity, excellent service and expert support.

TalkTalk already powers Shell Energy Broadband’s services on their national network so they are the obvious choice to continue to power the services you have with us today. They deliver fast, reliable and affordable broadband, TV and calling services to millions of homes nationwide, so you’ll be in very safe hands.

Your broadband and phone service will continue uninterrupted on the TalkTalk Network, and you don’t need to do anything.

  • You’ll continue to be looked after by the same, dedicated Shell Energy Broadband team.
  • Your terms and conditions, including the price of your package, will stay the same.
  • There will be no change to the way you pay, your Direct Debit, or your ability to pay in Post Office branches or Payzone stores

What happens next?

Over the coming months, TalkTalk will transfer your account seamlessly in the background - so you won’t need to lift a finger. They’ll contact you  before your transfer is due to take place with all the information you need. For now, there’s no need to contact us.

Questions and answers

Who do I call if I need help with my account?

Shell Energy Broadband’s dedicated and experienced customer service team is still here to help you. Find the most convenient way to contact us.

Will my broadband price or package change?

TalkTalk will contact you before your transfer is due to take place and let you know the name of your new package. The price of your package will stay the same.

Will my account number stay the same?

Once your account has been transferred to their systems, TalkTalk will share your new account number.

Can I switch my service to TalkTalk now?

You don’t need to do anything - your account will be moved over to TalkTalk’s systems in the background. If you leave now to join TalkTalk, this may result in early termination charges.

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

If you pay by Direct Debit, there’s no need to cancel it. TalkTalk will automatically transfer your Direct Debit at the right time. If you don’t pay by Direct Debit, you can continue to use your existing payment method.

Can I continue to pay at the Post Office?

You can continue using your preferred payment method, which includes over the counter in Post Office branches or Payzone stores.

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

Shell Energy Broadband is still providing your customer service and managing any complaints. TalkTalk’s customer service teams 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.

I’m struggling to pay my bills, how can I get help?

If you're worried about paying your bills, Shell Energy Broadband has extra support available.

Will I need to get a new router?

No. You can continue to use your existing Wi-Fi router and there won’t be any interruption to your phone or broadband service.

Can I still use my Post Office email address?

Yes. You’ll still be able to use your or email addresses.