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Until we contact you to confirm your migration is complete, there is no action for you to take at the moment.
We'll let you know when you are moving over to TalkTalk systems, but your service will continue uninterrupted during this migration period.
In the meantime, you should get help from Shell Energy Broadband and manage your account the same way you always have.
If you've received your first bill and you have questions, please check out the Bills section below.
When your account has been migrated, you'll find there are some differences in how your bills look and how you report any concerns with your service to us. Select one of the options below to find out more.
When your migration is complete, you'll begin to receive bills from us. Your bill will arrive via your preferred delivery method, so keep an eye out for it. You can check out an example bill to get familiar with how your bill will look before you receive your first one.
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. Once your account is migrated, you'll be able to select a preferred new payment date in My Account if you wish.
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.
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).
If you were eligible for Shell's 2024 price rise prior to the migration, this will be present on your first bill after 16 April. This will be on your first TalkTalk bill if your account has already been migrated, or on your next Shell Broadband bill if you've not yet migrated over to us. This price rise is not linked to the move to TalkTalk systems. The Shell annual price was 6% this year, communications for this were sent out in February 2024.
Your monthly charge will either be the same or lower than your Shell monthly charge (plus the 6% Shell prise rise as per your Shell T&Cs), depending on your existing Shell Energy Broadband package and the equivalent match we can offer you. No customer will pay a higher monthly charge. If you're still in contract, any discounts and contract end dates will remain the same until you decide to renew your contract.
If you've migrated over to TalkTalk systems and 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.
While you're still a Shell Energy Broadband customer, you should get help from Shell Energy Broadband and manage your account the same way you always have. You'll be looked after by their same dedicated team.
We will contact you again once your migration has completed with all the details about your new account.
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.
If we haven't written to advise you that your migration is complete, the fastest way to have your complaint resolved right now is to talk to the Shell Energy Broadband team. Our team won't be able to access your account information or complaint details until your account has moved to TalkTalk systems.
Please don't cancel your Direct Debit, you should keep paying exactly as normal. When the time comes for your account to be moved to TalkTalk systems, your Direct Debit will be automatically transferred to us, so you don't need to lift a finger.
Your payments will stay the same for now. Once your account is moved to TalkTalk systems, the only change you'll notice is that your Direct Debit will have a different payment reference, but you will still see Shell Energy Broadband on your bank/building society statement.
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, Shell Energy Broadband has extra support available. Find out what support is available at shellenergy.co.uk/paymentsupport.
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.
It’s better to wait for your migration: it’ll be a smoother handover, you won’t have any loss of service and you’ll continue to get the same price as you're currently paying with Shell. If you still want to switch over before your migration happens, contact us to start a new TalkTalk account.
Once your account has been transferred to TalkTalk systems, we’ll share your new account number.
We are migrating accounts in stages, and there will still be some details that we need to migrate such as your historic billing information and any care notes you may have had with Shell. There are some historical notes and billing information we can’t yet see, but we’re working to get more detailed historical information added to your account in the future.
If you were eligible for Shell's 2024 price rise prior to the migration, this will be present on your first bill after 16 April. If you had been migrated soon afterwards and this bill came from TalkTalk systems, it will show there. This price rise is not linked to the move to TalkTalk.
You’ll still be able to access your previous bills from Shell in Shell’s My Account. You’ll have access to this until the end of the migrations.
No, the only way that you can take a calling boost with us is to recontract with us or change your TalkTalk package.
Yes, you can still use your @mypostoffice.co.uk or @pobroadband.co.uk emaill addresses. The webmail link remains the same https://login.webmail.shellenergy.co.uk/
Our Chat experts are on hand to help you with any concerns, such as questions about your bill or to help you resolve any technical problems with your service.