You can cancel your broadband with us at any time. However, if you do this after the cooling-off period, you’ll be expected to pay an early termination charge. 

What’s the cooling-off period?

The cooling-off period allows you to cancel your broadband order without being charged. This is 14 calendar days from the day after your order is accepted.

Over these 14 days, we’ll be processing your order. During this period, you can change your mind and cancel your order without being charged up until the last day of the cooling-off period.

Cancelling during the cooling-off period

You can cancel your order the following ways:

Call us

The quickest and easiest way is to call us on 0330 094 5801. Lines are open from 8am to 8pm Monday to Saturday, and 9am to 6pm on Sunday.

Email us

Use our online form to send us an email. Select ‘Broadband’ and then ‘Cancellation request’ from the dropdown options.

By post

Print off and fill out our cancellation form and send it to us at Shell Energy Broadband, PO Box 14125, Selkirk, TD7 9AF.

It’s possible that your broadband order might have been processed within the cooling-off period. If so, you’ll still be able to cancel your order without paying any charges, but you’ll need to call us on 0330 094 5801.

We’ll process your cancellation request from the date we receive it. If you’re sending this request by post, please allow up to five working days for us to receive it.

Cancelling after the cooling-off period

You can cancel your broadband at any time using the same methods as above. If you cancel after your cooling-off period has ended, there’ll be some charges. If you’re still within the minimum period of your contract, you’ll have to pay:

  • An early termination charge
  • The cost of service you’ve received
  • The cost of any installation work we carried out

You can find out more about early termination charges in section four of our broadband and phone price list.

If you’re switching providers, you don’t need to let us know. You’ll place your new order directly with them and they’ll let us know you’ll be switching.

The only exception is if you’re switching to a cable provider or one that doesn’t use the Openreach network. These include Virgin Media, City Fibre, Gigaclear and Hyperoptic.