We’re sorry to hear that you're thinking of leaving us.
If you no longer require a service with Shell Energy Broadband or you've found a better deal, you'll need to contact us. We’d also love to know more about why you’ve decided to switch.
Important: If you send a request to cancel (cease) your services you’ll lose the broadband and phone service we supply into your property (as well as access to services like Shell Energy email) from the date we process your cancellation.
- If you’re cancelling your broadband and/or phone (as opposed to switching to another provider) please make this clear when you get in touch with us.
- If you’re switching provider you can place your new order directly with them and they should make us aware of the switch. Exceptions apply If you're switching to a cable provider or any provider that doesn’t use the Openreach network such as Virgin Media, City Fibre, Gigaclear or Hyperoptic.
It’s a good idea to let us know if you're thinking of leaving so we can make sure your account is correctly closed, discuss any early termination charges and explain how you can return any Shell Energy broadband equipment.
Here’s how you can ask us to cancel your service:
The quickest and easiest way to request a cancellation is to call us on 0330 094 5801 so we can talk you through your options.
Lines are open 8am to 8pm, Monday to Saturday and 9am to 4pm on Sundays/Bank Holidays.
Use our online form to email us, simply select "Broadband" and then "Cancellation request" from the drop down options.
Fill out our cancellation form and send your request to us at Shell Energy Broadband, PO Box 14125, Selkirk, TD7 9AF
Please note, your cancellation will be processed from the date we receive your request - If you’re sending your cancellation to us by post, please allow 3-5 working days for it to get to us.
We recommend any letter containing a cancellation request is sent by recorded delivery for your peace of mind (you’ll find information on postal time, including any current service delays, on the Royal Mail website).
One of our team may need to speak with the named account holder to verify the cancellation request, so please ensure you provide us with the following details:
- The name of the account holder
- The account number
The full address of where we provide the service as well as the telephone number which we provide the service on.
Thinking of cancelling outside of your minimum period? You’ll need to contact us in writing or by phone to give at least 30 days' notice.