If you’re a Post Office customer that has more than one broadband or phone service on your account, we won’t be able to bill all your services under one account number once you move to Shell Energy Broadband. Instead, each of your services will be set up with a separate account number. 

This means you’ll receive a unique account number for each broadband or phone service, as well as separate bills and communications. You’ll also need to pay separately on each account.

We understand that you might have questions about this change, so we’ve provided the answers to the most commonly asked questions here.

Will there be any change to my service?

Don’t worry, there’ll be no disruption to your service throughout the transfer. If you’re a broadband customer, you won’t need a new router. If you’re a home phone customer, you’ll keep your current landline, phone number, call packages and call features.

Will I receive multiple bills?

Yes. Once you move to Shell you’ll start to receive individual bills for each broadband or phone service you have with us. These bills will be sent to the billing address we have on file for you.

The overall balance of your previous Post Office account will move to one of the new Shell Energy Broadband accounts, and any others accounts we set up will all start with a zero account balance.

Will I receive multiple communications?

Yes. Any important service messages or communications we would normally send you will be sent out for each broadband or phone service you have with us. 

How can I keep track of all my accounts?

The good news is that if you have access to your My Broadband online account then you’ll still be able to view and manage your multiple services in one place.

If you have an email address registered with us, you’ll be invited to set up your new My Broadband online account when we start transferring your service to Shell Energy.

Will my payments change?

The overall price you pay for each service (including any promotional offers) will remain the same, however you’ll now have to make individual payments for each bill you receive.

The easiest way to do this is to set up Direct Debits so that payments can be automatically collected on the due dates. Please see our support article for different ways you’ll be able to pay your bills.

If you pay your bills by any other method other than Direct Debit, you’ll need to quote the current account number for each payment you make.

Important: Please don’t change or try to set up your direct debit until after your transfer to Shell Energy Broadband is complete as this could result in your account falling into arrears.

What happens to my existing direct debit?

If you already have a Direct Debit setup for your Post Office account, you don't need to do anything. We’ll be able to move these details over to your Shell Energy Broadband accounts.

These will appear in your bank statement as individual payments for each bill you receive.

Where will communications and bills for each of my accounts be sent once I’m with Shell Energy Broadband?

All your communications and bills will be sent to the postal address and/or email address that you had registered as a Post Office customer.

If you wish to change this, you’ll be able to do this after your transfer to Shell Energy Broadband is complete. Simply give us a call on 0330 094 5801, or make the change yourself in your My Broadband online account.