What to do before you cancel Shell Energy broadband
When cancelling a broadband service, you need to do a little preparation beforehand to avoid unnecessary costs and ensure you can switch to a new provider with minimal disruption.
Check your contract
Shell Energy broadband deals have a contract length of 18 months. If you cancel early, you’ll be charged a fee based on the remaining months. Unless it can't be avoided, you're best off waiting until the contract has finished.
Find a new broadband deal
Assuming you’re not cancelling because you no longer need broadband, you’ll want to have a new provider lined up before doing anything with your Shell Energy service.
Ready to go? Check out some of the great deals available right now:
If you’re not sure which broadband deal is best for you, start your search right here on Broadband Genie by entering an address to see what’s available in your area:
How to cancel Shell Energy broadband
If you’re out of contract: cancelling Shell Energy broadband for free
Switching between providers is easy. In most cases, your new provider will handle the process for you. The only exception to this might be if you're moving to Virgin Media or another provider that uses its own network, such as Gigaclear or Hyperoptic.
If you simply no longer need broadband, then you’ll need to contact Shell Energy to request cancellation. Call Shell Energy broadband customer services on 0330 0945801. Alternatively, you can use this online form.
Visit our Shell Broadband customer service page for other contact details.
Cancelling Shell Energy if you’re still in contract
Follow the steps above to cancel if you're still within the minimum contract term. The only difference is that your final bill will include an early termination fee for the months remaining on the contract. We'll explore this a little more below to see how much that will cost.
Cancelling Shell Energy if you’re moving home
If you cancel your Shell Energy broadband contract before the end of its minimum term, you'll be charged a cancellation fee.
It's worth checking whether your Shell Energy package is available at your new home before you make any decisions. If you're on an Ultrafast or Full Fibre package, you may need to downgrade if you don't have a decent fibre connection at your new address.
You'll need to give at least 15 days notice before you move to make sure your broadband and phone line will be connected on time. To do this, you can call 0330 094 5801. There's no charge for moving your services, unless there's no existing phone line at your new home.
Cancelling Shell Energy due to a bereavement
Shell Energy has a dedicated bereavement team who you can speak to. Alternatively, you can email [email protected]. For more information on Shell Energy's bereavement and vulnerable customer support, check out our dedicated guide.
Shell Energy broadband early cancellation fees
The table below shows how much Shell Energy will charge for each remaining month, as detailed in its price list.
| Shell Energy Broadband package | Charge for each month remaining |
|---|---|
| Fast Broadband | £6.50 |
| Superfast Fibre | £16.50 |
| Superfast Fibre Plus | £18.50 |
| Ultrafast Fibre Plus | £18.50 |
Prices last checked September 2023, but you should always confirm costs with your provider.
Frequently asked Questions about cancelling Shell Energy
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What's Shell Energy Broadband's notification period?
If you’re not switching to another provider, Shell requires 30 days' notice of cancellation. If you're switching, then the process will usually be completed within two weeks. In some cases, you may be able to sort a next-day switch.
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Do I need to return my Shell Energy Wi-Fi router?
Shell Energy may ask for the router to be returned and can provide a pre-paid envelope. If you don't return the router, or it's returned damaged, there's a charge of between £39-56, depending on whether you were given a Standard or Premium router.
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Can I keep my phone number when I cancel my Shell Energy contract?
Your phone number can be transferred to another service; speak to your new provider when signing up to ensure this is carried out.
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Can I cancel if my Shell broadband is slow?
Shell Energy hasn't agreed to the voluntary broadband speed code of practice, so its customers do not have a right to cancel due to slow speeds.
If you aren't satisfied with the performance of the connection, speak to technical support. If it can't be resolved, you should submit a complaint.
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I've heard Shell Energy is being bought out by Octopus. Do I need to cancel?
You're right! It's been confirmed that Octopus is buying Shell Energy Broadband and the deal is set to complete in late 2023. Once it happens, you'll be moved over automatically, and you won't lose service or cancel Shell Energy Broadband. Your Direct Debit will remain in force. Of course, if you're not happy with the move, and you're out of contract, you'll be free to switch providers.
Expert Summary
In the majority of cases, cancelling your Shell Energy broadband package should be pretty simple.
Make sure you call up or log in to the online portal to check how long your contract is to start with. If you’re out of contract, then you’ll be able to leave for free with no problem.
It’s even easier if you wish to another Openreach provider, such as Sky Broadband or TalkTalk. All you need to do is use our deals checker to find out the best alternative options available at the moment.
Since all providers who use the BT Openreach network use the same phone lines, it shouldn’t even take long to switch your internet service over. As well as that, your new provider will also deal with all the admin for you.
However, if you’re cancelling as you no longer need broadband, you’ll have to contact Shell Energy Broadband's customer service department that you're leaving.