In most cases, we can help you keep your existing phone number when you switch to our broadband and phone service. This is known as ‘number porting’.
When you place your order, we'll let you know if this is possible.
We’ll also send you a welcome letter or email which will contain the go-live date for your new service.
If the welcome letter or email has a different phone number to the one you asked for, call us on 0330 094 5801 and we can talk through your options. Lines are open 8am to 8pm Monday to Saturday, and 9am to 6pm on Sundays and bank holidays.
If you're moving to a different area with a different telephone exchange, you won’t be able to keep your old phone number. If we can't transfer your number, we'll let you know and give you a new one.
If you don't ask for your number to be transferred, you can do so up to 30 days after your new service has activated.
If you’re leaving Shell Energy Broadband, your new provider will arrange the switch and will confirm if you can bring your number over to them.
To support the fast download speeds of Full Fibre, any existing telephone lines connected to your home are replaced with new fibre optic cabling. This means you’ll no longer have a landline.