Post Office broadband joins Shell Energy

Post Office broadband joins Shell Energy

By: Bradley Neale

16 Mar 2021

We’re excited to announce that we’ve completed the purchase of Post Office’s broadband and telephony business. This means welcoming over 450,000 new broadband customers into the Shell Energy family.

We’ll start moving Post Office customers over to Shell Energy in August. In the meantime, their service will continue without any changes or interruptions. This includes pricing, how they pay their bills and access to customer services. We can’t wait to welcome them on board and introduce customers to a world of new benefits, including exclusive savings on fuel and more with the Shell Go+ loyalty programme. 

The customer experience is at the heart of what we do - we’ve even been recognised by Resolver with an award for our broadband customer service. That’s why it’s our focus to deliver a smooth transition, and a warm welcome to Shell Energy.

We’ll begin contacting Post Office broadband customers shortly to introduce ourselves properly and explain the next steps. We look forward to our future together.

We’ve included some more information below on questions you may have, ahead of this exciting transition.

FAQs

Why has Shell Energy purchased Post Office’s broadband and telephony business?

We’ve been offering fast, reliable broadband to thousands of customers across Britain since 2016. We were chosen by Post Office as they had confidence that we would match their values and provide the same quality of service their customers expect.

Reducing emissions to net-zero will need smart energy systems and smarter homes. New technology like smart thermostats and, in future, home batteries will depend on a reliable internet connection. 

Broadband has grown into a service as essential as home energy. That’s why we’re pleased to be able serve more customers with renewable electricity, gas and fast, reliable broadband.

Who do I contact if I need help with my phone or broadband service?

For any service queries, you can continue to contact the same customer services team using the same contact details as before.

Will my bills change? How do I pay them?

You’ll continue to receive Post Office branded bills until you move to Shell Energy. You can also continue to pay with your preferred payment method, including visiting Post Office branches. If anything changes, we’ll make sure to let you know ahead of time.

Will my phone and broadband service be interrupted?

Your service will continue as normal and you won’t experience any interruptions throughout the switch to Shell Energy.

Will I need to change my Post Office email address?

Will I need to change my Post Office email address?If you have a Post Office email address, this will continue to work as normal.

Will I need a new router?

Your existing router will continue to operate as normal.

Will my terms and conditions change?

Your agreement is now with Shell Energy Retail Limited, but your terms and conditions will stay the same.

How do I update my Post Office marketing preferences?

If you wish to update your marketing preferences held by Post Office Ltd you'll need to contact them directly. Please visit to postoffice.co.uk/privacy.


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