Shell Energy Broadband and Phone customers have been migrated over to a TalkTalk service. Previous contract terms remain the same, but if you have any issues, you will need to get in touch with TalkTalk's customer service team.
How to contact Shell Energy broadband support and customer service
The good news is that customers who have been moved over from Shell Energy Broadband to TalkTalk still have plenty of ways to get in touch and get help with their service.
You will find an FAQ page on the TalkTalk website which answers many questions about the merger, what's changing for customers, as well as pre-migration and post-migration facts.
Shell Broadband customer service telephone number
Check your email for details about any special contact numbers associated with your account after being migrated to TalkTalk.
However, for general enquiries, you should now get in touch with TalkTalk's customer service.
TalkTalk phone number: 0345 172 0088
Opening times: 9am-7pm Monday to Friday, 9am-6pm Saturday, closed on Sunday.
Shell Energy live chat (now via TalkTalk)
TalkTalk has a very accessible live chat option that begins with a bot to answer basic broadband questions and then hands you over to a real person.
Visit the TalkTalk contact page to access live chat.
TalkTalk live chat opening times for customer service, technical support and full fibre support:
- 8am-9pm Monday to Friday
- 8am-7pm Saturday
- 9am-7pm Sunday
Getting help with your Shell Energy broadband service - emailing TalkTalk
The good news is, following your migration to TalkTalk, you now have a clear method of complaining via email. The TalkTalk email address for complaints is [email protected].
TalkTalk Text Relay
The Text Relay Service provides text-to-voice and voice-to-text translation for customers who are deaf, hard of hearing or speech impaired. Shell Energy broadband customers who have migrated to TalkTalk and need help via text relay should dial 18001 followed by 0345 172 0088.
Is Shell Energy broadband down?
Good news! Shell Energy didn't have its own service status checker, but TalkTalk does!
Head to TalkTalk's service status page if you're having issues with your broadband connection and want to find out if other customers are experiencing similar.
Or, if you’d rather check social media, you can search for ‘#talktalk’, or ‘#openreach’ to see if you can find similar issues being reported. For official outage updates, TalkTalk has its own Twitter / X account (twitter.com/talktalk).
There's also a dedicated page for reported TalkTalk outages on the DownDetector site.
For further help, you might like to read our guide to troubleshooting broadband.
How to complain
If you have ongoing problems with your Shell Energy broadband after migrating to TalkTalk, these are the ways you can complain:
Complaining to TalkTalk
If you’d like to complain in person about your TalkTalk broadband, you can call 0345 172 0088 (this is a free contact number from a TalkTalk landline phone or mobile).
If you’re hearing or speech-impaired, you can use the Text Relay Service by dialling 18001, followed by 0345 1720088.
TalkTalk's Twitter / X or Facebook page
It can be worth trying social media if you aren't getting a satisfactory response over the phone. You can contact TalkTalk via Twitter / X.
Complain to Shell Energy (TalkTalk) in writing
If you prefer to outline your complaint in a letter, you can write to TalkTalk directly:
TalkTalk (TTR)
PO Box 675
Salford
United Kingdom
M5 0NL
If you think you might need to take your complaint further, this is often the best way to start a paper trail.
Complaining about your broadband service to the Ombudsman
TalkTalk uses a different resolution scheme to the one you may have used with Shell Energy.
If you're unable to resolve your broadband issue with TalkTalk, you can get in contact with the Communications and Internet Services Adjudication Scheme (CISAS).
You should only contact CISAS once you've received a deadlock letter from TalkTalk. This clearly states you haven't been able to agree on a solution to your issue. You can contact CISAS without a deadlock letter if you can prove you haven't had a response from TalkTalk for at least eight weeks.
We have an in-depth guide on how to complain about broadband we recommend reading.
Had enough of Shell Energy? Switch and save!
If you've been migrated over to TalkTalk your contract terms will be the same. This means if you decide to leave early, you'll be subject to any early termination fees. However, if you are now out of contract since your original agreement with Shell Energy, now is the perfect time to find out if you can get a better deal elsewhere.
If you're ready to switch to a different broadband provider, we've added our best few deals below for you:
Alternatively, you can see what broadband deals are available in your area right now by entering your address in our postcode checker:
Expert Summary
If you need help with an existing Shell Energy broadband package, TalkTalk's customer service department is now your 'go-to'. After being migrated over to TalkTalk, Shell Energy customers were sent an email with details about their new account. We recommend checking through your inbox to make sure you weren't given any specific details about ways to get in touch.
Many of the common pre-migration and post-migration FAQs were posted on this customer help page.
However, help is at hand via email, phone or Live Chat with access to one of these every day of the week. Head to our TalkTalk Customer Service page for more details.