In most cases, we can help bring your existing phone number over when you switch to our broadband and phone service – this is sometimes referred to as “number porting”.

When you place your order, we'll let you know if this is possible along with the expected time frames and dates when this will be switched over by.

This is normally the go-live date specified in the welcome letter or email we send to you a few days after you join.

If you're moving to a different area, with a different telephone exchange, you will not 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 number.

If you’re leaving Shell Energy, your new provider will arrange the switch and will confirm if you can bring your number over to them.

Please note, our Full Fibre broadband doesn't include a phone line and you’ll lose your existing phone number when you choose a Full Fibre package. This is because Full Fibre replaces any existing telephone lines that reach your home with new fibre optic cabling.