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Closed 2024, customers moved to TalkTalk

Shell Broadband (archive)

Shell Broadband was the consumer ISP run by Shell Energy Retail in the UK. The broadband brand shut down in 2024 after Shell sold its UK retail energy business to Octopus Energy in late 2023, and the broadband customer base was acquired separately by TalkTalk. This page is an archive: history, what happened to former customers, and where to go next.

Where to go next Contact numbers

At a glance

Launched 2017 (as First Utility broadband) Closed 2024 (customers ported to TalkTalk) Openreach FTTC and FTTP reseller Marketed via Shell petrol stations

Brand closed

Shell Broadband closed in 2024 and customers were moved to TalkTalk. The old Shell phone lines, login portal and email addresses are no longer active. If you were a Shell Broadband customer, your account is now with TalkTalk on 0345 172 0088. See the where-to-go-next section for live alternatives.

Status

Closed

Brand wound down in 2024

Customer base

TalkTalk

Acquired the broadband customers

Years active

2017-2024

Roughly seven years on the market

Network used

Openreach

FTTC and FTTP reseller

About

Who was Shell Broadband?

Shell Broadband was the consumer ISP arm of Shell Energy Retail Limited, the UK retail energy business owned by Shell plc until late 2023. The broadband service launched in 2017, originally under the First Utility brand, and was rebranded to Shell Energy Broadband in 2018 after Shell acquired First Utility.

The product itself was a straightforward Openreach reseller. Shell did not own any of the network. Lines were either FTTC (fibre to the cabinet, copper to the home) or, on later tiers, FTTP (full fibre to the home), identical to the lines sold by BT, Plusnet and Sky.

The brand’s biggest marketing asset was the Shell petrol-station network. Shell ran in-forecourt promotions, offered fuel-reward discounts to broadband customers, and bundled the service into Shell Energy gas and electricity bills. That made it a low-friction sign-up for existing Shell Energy customers and a budget alternative to the larger ISPs.

Where to go next

Live alternatives to Shell Broadband

If you were a Shell Broadband customer, your account is now with TalkTalk by default. You are free to switch at any time, especially if your minimum term has ended. Three options most former Shell customers should weigh up.

Where existing Shell customers were moved

Default route

TalkTalk

Acquired the Shell Broadband customer base in early 2024. Most former Shell Broadband accounts were ported directly to TalkTalk tariffs without a re-sign.

  • Same Openreach line
  • MyTalkTalk login replaces Shell account
  • Fibre 35, Fibre 65 and Full Fibre packages

Best for

Anyone whose Shell Broadband contract was automatically transferred and who has not yet shopped around

See TalkTalk

Premium alternative

BT

The biggest UK ISP and a strong fit if you want a premium router (Smart Hub 2), a 24-month Stay Fast Guarantee and a single bill for broadband, TV and mobile.

  • Full Fibre up to 900 Mbps
  • Stay Fast speed guarantee
  • BT TV add-on available

Best for

Households that want a top-tier Openreach package and a brand with a large UK call-centre footprint

See BT
Best price-to-service ratio

Budget alternative

Plusnet

BT-owned but cheaper, using the same Openreach lines. Plusnet has consistently topped the Ofcom complaints table for fewest complaints per 100,000 customers.

  • Same Openreach line
  • Lowest Ofcom complaints record
  • No frills, no bundled TV

Best for

Former Shell customers who chose Shell originally for price and want the cheapest reliable Openreach line

See Plusnet

Selectra is independent. We list these successor providers because they are the realistic next-step options for former Shell Broadband customers, not because they pay us. Verify the live price on each provider’s own site before you sign.

Archive pages

Former Shell Broadband customer? Start here

The three pages below cover everything a former Shell Broadband customer might still need: how to reach the new provider, how to log in to the new account portal, and what people actually thought of Shell Broadband while it was open.

Contact numbers

The old Shell Broadband phone lines are no longer staffed. Former customers now go through TalkTalk on 0345 172 0088. Historical complaint references and the CISAS escalation route.

Open page

Account login

The myshellbroadband.co.uk portal was retired. Former customers should now sign in to MyTalkTalk. Step-by-step guidance for users who never completed the migration.

Open page

Reviews retrospective

What people actually thought of Shell Broadband while it was open: budget price, mixed customer service, and a TalkTalk transition that was not smooth for everyone.

Open page

Selectra archive verdict

What the closure means for former customers in 2026

Shell Broadband was always a budget Openreach reseller with a familiar brand. Pricing was competitive at sign-up, the network was the same as everyone else’s, and customer service was the standard weak point of cheap UK ISPs. None of that justified staying after the brand was wound down, because the contract you now hold (TalkTalk by default, Post Office for a small minority) was never something you actively chose.

The practical advice: if you were a Shell Broadband customer, treat 2026 as a re-shop year. Check the TalkTalk renewal price you have been quietly rolled onto, compare it against Plusnet on the same Openreach line, and look at whether Full Fibre is now live in your street. A 15-minute compare can usually save £80 to £150 a year, and there is no loyalty cost in leaving an account you did not pick.

Last reviewed 19 May 2026.

FAQ

Shell Broadband closure, your questions answered

Is Shell Broadband still operating?

No. Shell Broadband closed in 2024. The brand was part of Shell Energy Retail, which Shell sold to Octopus Energy in late 2023. Octopus took the gas and electricity customers, and the broadband customer base was sold separately to TalkTalk in early 2024. Existing Shell Broadband accounts were migrated to TalkTalk tariffs without a re-sign for most customers.

Who took over my Shell Broadband contract?

In the vast majority of cases, TalkTalk took over the contract directly. A small number of legacy customers were routed to Post Office broadband instead, depending on the specific tariff and region. If you are unsure which one applies to you, check your most recent bank statement for the direct-debit name, it will say either TalkTalk or Post Office. The phone number to confirm is TalkTalk on 0345 172 0088.

Was Shell Broadband any good?

Honest answer: it was a budget reseller of the Openreach line, marketed heavily through Shell petrol stations and Shell Energy bills. Speeds and reliability matched any other Openreach FTTC or FTTP package because the underlying line was the same. Customer service was the recurring complaint, slow phone response and friction at renewal. The full retrospective is on our Shell Broadband reviews page.

How do I cancel my old Shell Broadband direct debit?

If your account was migrated, the direct debit will now be in TalkTalk’s name (or Post Office for a small minority). Cancelling the direct debit at the bank without cancelling the contract first will trigger missed-payment charges, so always cancel through the new provider first. TalkTalk’s cancellation line is 0345 172 0088.

Can I still log in to my Shell Broadband account?

No. The myshellbroadband.co.uk portal was decommissioned during the 2024 migration. Former customers need to sign in to MyTalkTalk (or MyPostOffice if your account was routed there) using the email address Shell held on file. The first sign-in usually requires a password reset. Full step-by-step on our Shell Broadband login page.

Should I stay on TalkTalk or switch?

You do not have to stay. The TalkTalk tariff you were ported onto is the closest match to the old Shell deal, but it is rarely the cheapest live offer on the market. Compare it against Plusnet (cheaper, fewest Ofcom complaints), BT (premium with Stay Fast Guarantee) and the smaller alt-net providers in your area before you renew.