Important news for Post Office Broadband & Phone customers

No. There is no need to contact us. Everything you need to know at this stage is contained on this page and unfortunately, the customer service teams won’t be able to provide any extra information at this time.

Please rest assured Post Office has chosen Shell Energy as we believe they can continue offering you great value for money and the high-quality service you’ve come to expect from the Post Office. Shell Energy will contact you soon to keep you updated every step of the way.

No. As part of this change in ownership, your prices will not be increasing and you’ll continue to pay the same for your service as you do today. There will also be no change to your Terms and Conditions.

Our postmasters and customer-facing colleagues play a crucial role and it’s important we simplify our business to better support them and the customers and communities we serve. As a result, we have made the decision to sell our broadband and phone business to Shell Energy so that we can focus on our core business of letters and parcels, everyday banking services, bill payments and travel money.

This is not a decision we have taken lightly, and we have selected Shell Energy as we believe they are best placed to continue offering you great value and the high-quality service you’ve come to expect from the Post Office.

No. The call centre will remain exactly the same for now with the same contact details and opening hours.

No, your service will remain the same and there will be no interruption to your phone or broadband service.

Exactly the same way you do today. If you happen to pay your bill at a Post Office branch you can continue to do so. If you pay by direct debit, you do not need to do anything.

Yes. Both home phone and broadband service will move to Shell Energy at the same time. Your phone number will remain the same and there will be no break in service when this happens.

Shell Energy is a part of Royal Dutch Shell and offers energy and broadband services to over a million customers in Britain. Their broadband business is growing rapidly and was recently awarded the Resolver award for customer service.

For Information on Shell Energy Broadband please visit www.shellenergy.co.uk/broadband or call 0330 094 5801

Shell Energy will not be making any changes to your service for the time being. Your service will continue as normal without interruption. Shell Energy will be in touch with you to let you know about future changes and additional benefits.

No. This change only affects your Post Office Broadband or Phone service.

If you have any other Post Office products such as credit cards, loans, insurance or mortgages these will not be affected and will continue to be provided by Post Office. 

You should continue to contact our call centre in the same way you do now, for the time being. Call us, email us, talk to us via live chat or write to us.

Shell Energy will inform you if there’s a change in the way you get help with your broadband and phone service.

Shell Energy will be in touch shortly to introduce themselves and explain all of the additional benefits you’ll be entitled to as a Shell Energy customer.

Nothing will change and you'll continue to get exactly the same broadband and home phone service you do now on a Post Office branded bill.

You can continue to view your bill online and you can continue to pay your bill in the same way you do now, which includes over the counter in over 11,500 Post Office branches.

No. You can continue to use your Post Office Broadband Wi-Fi router and there will be no interruption to your broadband service.

Yes. You’ll still be able to use your @mypostoffice.co.uk or @pobroadband.co.uk email address.

All active email users will be moved to a new email platform in early 2022, and there will be some changes in how you access and use your email.

Full details and instructions will be sent to you before you are moved onto the new email platform.

If you are an existing Post Office customer you can try F-Secure SAFE free for 6 months. This offer will not be available once you have been moved to Shell Energy so please visit the F-Secure registration page from a device connected to your Post Office Broadband and select "Register" to sign up for your free trial before you are due to be moved (no credit or debit card details are needed).

After your 6 month free trial you’ll receive an email reminder from F-Secure providing the option to purchase an F-Secure SAFE subscription at a special discounted price.

There will be no immediate change to how your personal data is stored and used by Post Office, or to any ongoing data protection requests you may have with us. More information on how we use your personal data is available in Post Office's privacy policy.

Shell Energy will be publishing their own privacy notice for home phone and broadband in due course. To find out more about how Shell Energy will process your personal data for Telecoms purposes, visit Shell Energy's Privacy Policy on their website shellenergy.co.uk/info/policies/privacy

Nothing will change for you right away and you'll continue to get exactly the same broadband and phone service you do now.

Shell Energy will start transferring services over to its broadband and phone network from November 2021 and be completed by early 2022.

You’ll be contacted by Shell Energy via letter or email before you’re due to be moved, and after you’ve been moved with more details.