{"id":36487,"date":"2023-12-05T08:51:30","date_gmt":"2023-12-05T08:51:30","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36487"},"modified":"2023-12-05T08:51:30","modified_gmt":"2023-12-05T08:51:30","slug":"questions-for-broadband-as-octopus-finish-shell-energy-uk-purchase","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/12\/questions-for-broadband-as-octopus-finish-shell-energy-uk-purchase.html","title":{"rendered":"Questions for Broadband as Octopus Finish Shell Energy UK Purchase"},"content":{"rendered":"

Broadband ISP and energy provider Shell Energy has confirmed that the Octopus Energy Group have now completed their acquisition of the UK retail provider from the Shell Group, which follows the signing of a related deal in September 2023 (here<\/a>). But uncertainty remains over the future of their internet and phone customers.<\/p>\n

At the time of the agreement, Shell Energy was said to be home to around 500,000 broadband and phone customers, as well as 1.3 million energy users. Some 2,000 UK people also worked for the division. The deal with Octopus Energy made sense because Shell’s retail division had faced plenty of challenges over the past few years (they lost almost \u00a3220m across 2020 and 2021), not unlike other energy providers, and thus Shell had been hunting for a way out (here<\/a>).<\/p>\n

The change represents a fairly straightforward transfer for their energy users, although the situation around their broadband and phone customers remains unclear because Octopus Energy is not itself an ISP. But “for now<\/em>” the new owner has informed existing internet subscribers that “nothing changes<\/em> … you\u2019ll stay a Shell Energy customer, your service won\u2019t be interrupted, and we\u2019re still here to support you.<\/em>”<\/p>\n

However, the expectation is that broadband customers will end up leaving the Shell Energy brand, either via a sale of the customer base to a new owner or via migration to a different company within the wider Octopus Group. But more on that later.<\/p>\n

Statement from Octopus Energy Group<\/strong><\/span><\/p>\n

Shell Energy Retail Limited in the UK is wholly owned and fully operated by Octopus Energy Limited. As of 1 December 2023, Shell Energy Retail Limited is no longer a part of the Shell Group of Companies.<\/p>\n

First, we want to assure you that you don\u2019t need to do anything right now. We\u2019ll be writing to all our customers from today, with more information about what the sale means for them – and sharing the latest updates on this page.<\/p>\n

We\u2019re still operating as usual, and our friendly Shell Energy teams are on hand to help you. Until your account migrates to Octopus Energy, there\u2019s no need to contact them, and:<\/p>\n