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Old Shell lines closed, call TalkTalk instead

Shell Broadband contact (archive)

Every Shell Broadband phone line was decommissioned during the 2024 wind-down. If you were a customer, your account is now held by TalkTalk on 0345 172 0088. Below: the live numbers you need, the old Shell lines for reference, and the CISAS route for unresolved historic complaints.

Call TalkTalk: 0345 172 0088 See all numbers

At a glance

Old Shell numbers no longer staffed TalkTalk handles former customers Complaints: CISAS for unresolved Brand fully wound down 2024

Old numbers no longer staffed

Every Shell Broadband phone line listed in the legacy archive below was decommissioned in 2024. Calling them returns either an unobtainable tone or a recorded TalkTalk redirect. If you need to speak to someone about a former Shell Broadband account, call TalkTalk on 0345 172 0088 instead.

Live phone routes

Where to actually call in 2026

Pick the row that matches your situation. The provider on the right is the one that now holds your account, and the number is the line they answer customer queries on.

You had a Shell Broadband account that was migrated

TalkTalk Customer Services

0345 172 0088

Hours: Mon-Fri 08:00-20:00, Sat 09:00-18:00, Sun closed

Default route for the vast majority of former Shell Broadband customers. Have your TalkTalk account number ready (it is on every TalkTalk bill or direct-debit reference).

You had a Shell Broadband account routed to Post Office

Post Office Broadband

0345 600 3210

Hours: Mon-Fri 08:00-21:00, Sat-Sun 09:00-19:00

A small minority of legacy Shell Broadband accounts (mostly older tariffs) ended up with Post Office rather than TalkTalk. Check your direct-debit name first.

You also had a Shell Energy gas or electricity account

Octopus Energy

0808 164 1088

Hours: Mon-Thu 09:00-17:00, Fri 09:00-16:00

Octopus bought the Shell Energy gas and electricity book in late 2023. Energy is a separate transfer from broadband, so the account numbers are different. Reference your old Shell Energy account number on the call.

You want to make a formal complaint about Shell Broadband (unresolved historic case)

CISAS (Communications Ombudsman alternative)

020 7520 3814

Hours: Mon-Fri 09:00-17:00

If you have a complaint from the Shell Broadband era that was never resolved before the closure, CISAS is the alternative dispute resolution scheme Shell was registered with. Cases must be raised within 12 months of the original deadlock.

Step by step

If you have never confirmed the migration

Most Shell Broadband accounts were ported silently and many customers have never spoken to their new provider. Four steps to make sure your account is in order and you are not paying more than you should.

  1. 1

    Find your new account number

    Look at the most recent direct-debit line on your bank statement. The name will be TalkTalk Communications or Post Office Telecom. The reference number on that line is your new account number.

  2. 2

    Call the right provider

    TalkTalk on 0345 172 0088 or Post Office on 0345 600 3210. Do not call any Shell number, they are all decommissioned and will ring out or play a recorded redirect.

  3. 3

    Confirm the contract length

    Ask whether you are inside a new minimum term (TalkTalk usually rolled customers onto fresh 18 to 24-month contracts) or already out of contract. The right to switch without exit fees depends on this.

  4. 4

    Get the migration confirmation in writing

    Ask the agent to email you a written confirmation of the takeover date, the current monthly price and the contract end date. Keep this for any later dispute.

Historical reference

Old Shell Broadband numbers (decommissioned)

These numbers are listed for archive purposes only. None of them is staffed in 2026. Do not call them, do not give them as a contact reference, do not leave voicemails.

Old team / department Old number Status
Shell Broadband Customer Services (general) 0330 094 5800 Decommissioned 2024
Shell Broadband Technical Support 0330 094 5801 Decommissioned 2024
Shell Broadband Sales 0800 030 4515 Decommissioned 2024
Shell Broadband Complaints 0330 094 5803 Decommissioned 2024

Unresolved complaint from the Shell era?

CISAS is the alternative dispute resolution scheme Shell was a member of

If a complaint about Shell Broadband was never resolved before the brand wound down, the inheriting provider (TalkTalk or Post Office) takes over the duty to handle it. Always raise it with them first. If they do not respond within 8 weeks, or you receive a formal deadlock letter, you can escalate to CISAS, the alternative dispute resolution scheme that Shell Broadband was registered with.

Cases must be raised within 12 months of the original deadlock. CISAS adjudication is free for consumers and binding on the provider, but you have to exhaust the internal complaints process first.

  • Phone: 020 7520 3814
  • Online: cedr.com/consumer/cisas
  • Have ready: your old Shell Broadband account number, the deadlock letter or the date your complaint became 8 weeks old, and copies of any correspondence.

FAQ

Shell Broadband contact, your questions answered

What number do I call for Shell Broadband in 2026?

There is no Shell Broadband number in 2026. The brand closed in 2024 and every Shell-branded phone line was decommissioned. Former customers go through TalkTalk on 0345 172 0088, or, if your account was routed to Post Office, on 0345 600 3210.

I dialled an old Shell Broadband number, what happens?

You will get one of two outcomes. On older numbers, the line simply rings out or returns an unobtainable tone. On a handful of numbers that BT still routes, you may hear a recorded message redirecting you to TalkTalk on 0345 172 0088. Do not leave voicemails on these numbers, no one is monitoring them.

How do I know whether my account went to TalkTalk or Post Office?

Check the direct-debit narrative on your most recent bank statement. The line will name either TalkTalk or Post Office. If you pay by card or invoice instead of direct debit, look at the most recent paper bill or email, the new provider’s logo and contact details are at the top. As a last resort, call TalkTalk first, they can confirm whether they hold your account.

Can I still raise a complaint about something Shell Broadband did?

Yes, but only through the right route. If the issue arose before the migration and was never resolved, the inheriting provider (TalkTalk or Post Office) is legally responsible for handling it. Raise it with them first. If they cannot resolve it within 8 weeks, you can escalate to CISAS, the alternative dispute resolution scheme Shell was a member of, on 020 7520 3814.

Is there a Shell Broadband email address I can still use?

No active mailboxes. The [email protected] address is no longer monitored and emails bounce. The old [email protected] address has been retired. For anything customer-facing, use TalkTalk’s contact form via mytalktalk.co.uk, or call them directly.

What if I get a call claiming to be from Shell Broadband?

Treat it as a scam. Shell Broadband does not exist as an operating company in 2026 and will not phone customers. Genuine Shell Energy (energy, not broadband) is now Octopus, and they will identify as Octopus on the call. If a caller says they are from Shell Broadband and asks for bank details or a payment, hang up and report the number to Action Fraud.