Please accept our sincere condolences for your loss. We understand this is a difficult time, and we have a dedicated team to help you through the next steps to make things as easy as possible for you.

To change or close this account’s broadband and/or phone line:

Call us on 0330 094 5801 to speak to our support team. Or you can email us at

When you’re ready, please get in touch with:

  • The account holder's name
  • Their account number (look on their most recent bill) or their home address
  • Your relationship to the deceased
  • Your contact information (email address/telephone number) and preferred contact method


We’ll then have everything we’ll need to close the broadband and/or phone line for this account. Or if you’d like to switch this service to a new account in your name, just let our team know and we’ll take care of it.

If Shell Energy is the energy supplier but not the broadband supplier, see this supporting article for more help.