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How to cancel Shell Energy broadband

What you need to know about cancelling Shell Energy broadband

Have you come to the end of your Shell Energy (or First Utility) contract and are looking for a new broadband deal? Or perhaps you’re unhappy and want to switch to a different service? Or maybe you no longer need broadband at all? There can be all kinds of reasons for wanting to cancel broadband, but what exactly does it involve and what could it cost? In this guide we’ll explain how to go about ending your Shell Energy broadband package.

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 cannot be avoided, you are 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.

Often you’ll be able to transfer the line to a new ISP, but only if you’re moving to another ISP on the Openreach (BT phone line) network. Otherwise, it is up to you to manage the installation of your new package and the cancellation of the Shell Energy connection.

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How to cancel Shell Energy broadband

If you’re out of contract: cancelling Shell Energy broadband for free 

The simplest way to end your Shell Energy contract is to choose a new broadband provider on the same Openreach (BT line) network, which is almost every other ISP besides Virgin Media and a handful of providers which operate their own infrastructure. When you switch between Openreach providers, your new ISP will handle the whole process and transfer the line with only a small amount of disruption. 

If you are moving to a different network or 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. Check out our Shell Broadband customer service page for all contact details.

However, it is important to note that if you signed up to Shell before the 4th of October 2021, there is a £15 cease charge which applies even if you are out of contract.

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; continue reading below to find out what this could cost.

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.

There is also an additional £15 cease charge which is always payable for anyone who signed up to Shell before the 4th of October 2021, even if you are outside the minimum contract period.

Shell Energy Broadband package Charge per month
Fast Broadband £6.50
Superfast Fibre £16.50
Superfast Fibre Plus £18.50

Prices last checked April 2022, but you should always confirm costs with your provider.

Frequently Asked Questions about cancelling Shell Energy

What is Shell Energy broadband’s notification period?

If you’re not switching to another Openreach provider, Shell requires 30 days notice of cancellation. If you are switching, then the process will usually be completed within two weeks.

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 do not return the router, or it is returned damaged, there is a £35 charge.

Can I keep my phone number?

Your phone number can be transferred to another service; speak to your new provider when signing up to ensure this is carried out.

Can I cancel if my Shell broadband is slow?

Shell Energy has not 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 are not satisfied with the performance of the connection you should first speak to technical support. If it cannot be resolved you can submit a complaint which may lead to Shell letting you cancel without penalty, but it is at its discretion.

More about Shell Energy Broadband