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Now your migration is complete you will receive bills from us. Your bill will arrive via your preferred delivery method, so keep an eye out for it.  You can also check out an an example bill.

Your bill will move from an 18-day payment notice period to a 5-day notice period. This means that we will notify you of your bill 5 days before it's due to be paid.

We have different billing and payment dates to Shell Energy Broadband, but your payment date has been kept as close to your original date as the systems allowed. To enable this your billing period has changed slightly, however if you wish, you can select a preferred new payment date in My Account.

If you are currently being billed quarterly, this will remain the same.

As we migrate you over to TalkTalk systems your first bill will cover a longer period than usual, from the end of your last Shell Energy Broadband billing period up to the beginning of your new bill period, as well as a full months advanced charges. These will show separately on your new bill. Overall, you are not paying any more – this just covers the gap you had without a bill.

Future bills

As usual, you'll only be charged for the upcoming month, including any usage or changes you've made. We'll provide you with a detailed breakdown of everything, from your package price to call charges (if you have a phone line with us).

Now that you've migrated over to TalkTalk systems, if you have a technical issue with your equipment or service, you should contact us to report it. Check out our article, How to contact TalkTalk Broadband, to live chat to us about your concerns. We'll aim to diagnose and fix any problems you're having as soon as possible.

The Shell Energy Broadband customer service line has closed and all accounts have now been migrated to TalkTalk. If you need help with your account or service, you’ll need to speak to our friendly team. Check out How to contact TalkTalk Broadband to find out the different ways you can get in touch with us.

Our first communication to you explains all the details about your new package. You've been moved to an equivalent package (likely to have a different name) and we've price matched to the broadband / phone plan you are on now. Your remaining contract length will be the same as you had with Shell. If you were out of contract with Shell prior to your account migration, this will be reflected in your new bill.

All ongoing complaints at the time of migration have been passed over from the Shell Energy Broadband team. If you are awaiting a resolution for an ongoing complaint, you should already have been contacted by TalkTalk's complaints team. If you have not yet been contacted, check out How to contact TalkTalk Broadband to get in touch with us so that we can investigate this for you.

Starting on 15 November we will migrate Direct Debit payments to the TalkTalk bank account and Service User Number (SUN). The only change you will see is instead of seeing “Shell Energy Broadband” on your Bank Statement you will see “TalkTalk Telecom”. Your payment reference will remain the same.

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

If you're worried about paying your bill, we have extra support available. Check out Struggling to pay? to find out what support is available.

Yes, you'll still be able to use your @mypostoffice.co.uk or @pobroadband.co.uk email addresses. The webmail link remains the same - https://login.webmail.shellenergy.co.uk/.

As a Shell Go+ member you'll keep your membership to Shell Go+ rewards via their app. However, with the closure of Shell Energy, Shell will no longer offer a 3% discount on fuel at the end of August.

Once your account has been transferred to TalkTalk systems, we’ll share your new account number.

You’ll be able to access your old bills on your TalkTalk My Account page.

No, the only way that you can take a calling boost with us is to recontract with us or change your TalkTalk package.