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How to cancel Shell Energy broadband

Tips for leaving Shell Broadband

We now know that Shell Energy Broadband customers will be automatically transferred to TalkTalk in the 2024. But what if you want to leave before then? In this guide, we'll explain how to cancel, and the fees for leaving ahead of your contract end date.

Shell Broadband Cancellation Tips

Following a confirmed buyout from TalkTalk, Shell Energy Broadband customers will soon be moved onto a new service.

The process will happen automatically over the course of 2024. You should assume that your contract agreement remains intact. This means that you'll still have to honour your minimum term, and leaving early will mean paying a termination charge.

But if your initial contract period is over, we recommend you switch to a better deal you've chosen yourself. After all, you're free to leave at any time! Here's how you do it:

Finding your Shell Energy Contract End Date

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.

Once migrated over to TalkTalk, your contract terms should remain the same. Unless it can't be avoided, you're best off waiting until the contract has finished.

Keep an eye out for information regarding your migration, including any new customer support teams you might need to get in touch wtih.

Meanwhile, if you have any queries, you can speak to a Shell Energy advisor by calling 0330 094 5801. Alternatively, you can use the Shell Energy contact form and select the 'Shell Energy Sale' query option.

For a more detailed information on the TalkTalk takeover, visit our page: 'TalkTalk migration advice for Shell Energy Customers'.

Find a new broadband deal

Assuming you’re not cancelling because you no longer need broadband, you’ll want to have a new provider before cancelling Shell Broadband.

Ready to go? Check out some of the great deals available right now:

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If you’re not sure which broadband deal is best for you, start your search right here on Broadband Genie by entering your postcode and address to find out what’s available in your area: 
 

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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 a cancellation. Call Shell Energy broadband customer services on 0330 0945 801. 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

You can still follow the same steps as above 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.

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].

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 Early Termination Charges
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 March 2024, but you should always confirm costs with your provider.

Frequently asked questions about cancelling Shell Energy

  • 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.

  • 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 £41.74-£59.63, depending on whether you were given a Standard or Premium router.

  • 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 make sure this is carried out.

  • 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 don't 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 broadband complaint.

  • I've heard Shell Energy is being bought out by TalkTalk. Do I need to cancel?

    You're right! It's been confirmed that TalkTalk is buying Shell Energy Broadband. 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.

    You can find more information in our guide: 'TalkTalk migration advice for Shell Energy customers'.

Expert Summary

If you're out of contract, leaving Shell Energy Broadband couldn't be simpler. Unsure when your contract ends? 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.

Over the course of the next few months, Shell Energy customers will be migrated over to TalkTalk. We highly recommend taking this as an opportunity to check if you can get a better deal elsewhere. 

If you’re simply cancelling because you no longer need broadband, you’ll have to contact Shell Energy Broadband's customer service department that you're leaving.

Meet the author:

Online Editor

Broadband Genie's Editor, Emma Davenport, has been contributing to the site since 2007. She has 20 years of experience writing articles, guides and tutorials on consumer technology for magazines and online.


Specialist subject: Broadband advice for vulnerable people

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