Unless you're a Virgin Media customer, you won't need to contact your current provider - we'll do that for you. If you are a Virgin Media customer you'll need to contact them to stop your service, they normally require 30 days notice.

Normally you can keep your phone number. We'll always try to do this for you, but there may be circumstances where we aren't able to. If this happens, we'll contact you before changing your number.

Switching usually takes about 14 days. We'll normally let you know what day your broadband will be live within 48 hours of accepting your order.

All of our broadband packages are totally unlimited. This means you can download as much as you want.

Superfast Fibre, Superfast Fibre Plus, and Ultrafast fibre are fibre products and fibre broadband isn't available nationwide. When fibre broadband becomes available in your area we will let you know.

Our network partner does not have a nationwide network and as such we may not be able to provide our services in certain areas. Additionally, there are certain incompatible products such as BT Basic that means we cannot always take over an existing service.

We need this to ensure we can provide broadband at your home and to estimate your broadband speed more accurately. If our checks show that your phone line isn't compatible with our systems or you don't have an existing line, we may be able to install a new one, we charge £60 for an engineer to do this. You just need to let us know a convenient date and time.

Both Ultrafast Fibre packages utilise G.Fast to reach average speeds twice as fast as Superfast Fibre. This means streaming, browsing and gaming on more devices without lag. The average download speed for Ultrafast Fibre is 140Mbps, and 290Mbps for Ultrafast Fibre Plus.

Both Superfast and Ultrafast Fibre use FTTC (fibre-to-the-cabinet) technology. This sees fibre optic cabling connect from the telephone exchange, to the Openreach cabinets near our homes. Ultrafast Fibre uses a cabinet upgrade called G.Fast, that supercharges the remaining copper cabling that leads to your property. G.Fast makes the speeds of Ultrafast Fibre possible, and allows for an average speed that’s twice as quick as Superfast.

You have a 14 day cooling off period starting the day after your order has been accepted. You can cancel your order free of charge any time up to midday the day before your service is due to start. If you want to cancel your order, please call us on 0330 094 5801.

Please note that if you’ve agreed to, and we have already started to provide the service during your cooling off period and you subsequently decide to cancel, you will have to pay us the full cost of the Services you've received up to the point when your service is either cancelled or transferred to another provider.

You always have a right to cancel your service, but if you do before your minimum period ends, you may have to pay early termination charges. All charges are set out in our Price List.

If you want to cancel your service, please call us on 0330 094 5801. However, you can email us at broadbandsupport@shellenergy.co.uk or write to us at Shell Energy Retail Limited, Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS.

Contact us on 0330 0945801 or email broadband.support@shellenergy.co.uk

Broadband speeds are measured in megabits per second (Mbps) and show how quickly you can transfer data to and from the internet.

Average speeds are based on the download or upload speeds of at least 50% of customers at peak time. (8pm - 10pm).

Broadband speed can be affected by the quality of your phone line, how far your home is from the telephone exchange, the wiring in your home, electrical interference and how many people are using your broadband at the same time. We'll use your postcode and phone number (if you provide it) to give you a personalised estimate of the speeds you can expect to receive. We can’t guarantee the broadband speed you’ll receive. The speed estimated at point of order may be different to what you actually receive. If you change premises, the speed that you receive may change due to the services that are available.

You may not always have uninterrupted internet access; and your internet access, download speeds and upload speeds may not always be at the range of speeds we advertise.

You can check the estimated speed available at your location via 'Check Availability' on our website, or by calling us on 03301 730575. Find out more why broadband speeds can vary and troubleshooting speed issues.

FAST BROADBAND: Average download speed 11Mb/sec. Average upload speed 1Mb/sec. Maximum download speed 17Mb/sec. Maximum upload speed 1Mb/sec.

SUPERFAST FIBRE: Average download speed 38Mb/sec. Average upload speed 9Mb/sec. Maximum download speed 38Mb/sec. Maximum upload speed 9.5Mb/sec.

SUPERFAST FIBRE PLUS: Average download speed 67Mb/sec. Average upload speed 17Mb/sec. Maximum download speed 76Mb/sec. Maximum upload speed 19Mb/sec.

ULTRAFAST FIBRE: Average download speed 140Mb/sec. Average upload speed 25Mb/sec. Maximum download speed 160Mb/sec. Maximum upload speed 25Mb/sec.

ULTRAFAST FIBRE PLUS: Average download speed 290Mb/sec. Average upload speed 45Mb/sec. Maximum download speed 330Mb/sec. Maximum upload speed 45Mb/sec.

FULL FIBRE 100: Maximum download speed 100Mb/sec. Maximum upload speed 20Mb/sec.

FULL FIBRE 200: Maximum download speed 200Mb/sec. Maximum upload speed 30Mb/sec.

FULL FIBRE 300: Maximum download speed 300Mb/sec. Maximum upload speed 50Mb/sec.

FULL FIBRE 500: Maximum download speed 500Mb/sec. Maximum upload speed 75Mb/sec.

FULL FIBRE 900: Maximum download speed 1Gb/sec. Maximum upload speed 115Mb/sec. (For the fastest speed of 1Gb/s on our Full Fibre 900 package, you’ll need a high spec PC connected by an Ethernet cable)

† 10X FASTER THAN THE UK’S AVERAGE: Applies to our Full Fibre 900 Service using a comparison of 900Mb download speed with the UK residential fixed broadband average download speed of 80.2 Mbit/s (as measured by Ofcom in their UK Home Broadband Performance Report published 13 May 2021)

PAYMENT AND CHARGES COLLECTION: We will bill you on a monthly basis using the method you have selected.  If you have provided your card details, you consent to us debiting this and charging any additional amount that may be payable according to our Terms and Conditions.

ROUTER & EQUIPMENT: This remains property of Shell Energy and you will be required to return it in good working order  within 30 days of your Agreement ending or you may be charged. For more information please see our Terms and Conditions and Price List.

CANCELLING YOUR SERVICE: If you change your mind and want to cancel within 14 days (starting on the day after we accept your order) you are free to leave without charge. Outside of your 14 day cancellation period, we require at least 30 days notice to cancel. If you choose to end your service within the minimum period, you may have to pay early termination charges which are detailed in our Price List. For more information, please see our Help articles.

MOVING HOME: If you move home during your Minimum Period, this will come to an end and you will start a new 12 or 18 month contract from the date your Service goes live at your new address.

Our Promotional terms and conditions can be found here.

Our broadband plans do not come with inclusive calls as standard. You can choose to purchase one of our optional call plans when placing your order:

EVENING & WEEKEND: Great if you make most of your calls (UK) in the evenings and weekends as it includes calls to 01,02 and 03 numbers and standard UK mobile calls from 7pm to 7am Monday to Friday and from midnight Friday to midnight Sunday.

ANYTIME: If you make a lot of UK calls during the day as well, our Anytime calls could save you money as it includes calls to 01, 02 and 03 numbers and standard UK mobile calls at any time of day.

ANYTIME PLUS: includes everything in our Anytime calls plan, plus unlimited calls to landlines in the EU.

INTERNATIONAL: If you have friends and family overseas, our International Calls plan means you can talk for longer without it costing a fortune. You will get inclusive minutes to landlines in 52 countries, 75% discount on calls to mobiles in 52 countries and 50% on all other international calls. See our Price List for more details.

Inclusive UK calls last for 60 minutes, hang up and re-dial to before 60 minutes to avoid additional charges. If you do not purchase a calling plan, then any calls you make will be charged at our standard call rates, which can be found in our Price List.

SERVICE CALLS OUTSIDE OF YOUR INCLUSIVE MINUTES: The charge for calls to service numbers beginning 084, 087, 09 and 118 consists of a 19.10p per minute Access charge from Shell Energy, plus a service charge set by the company you called. They are not included within any call plan. See our Price List for more details.

CALLS TO PERSONAL NUMBERS (STARTING 070XX) do not constitute UK Mobile and vary in price from 1.58p a minute to 88.47p a minute plus a call connection charge of 24.40p per call. Calls to these numbers are not included within any call plan. See our Price List for more details. For more information see our Premium Rate Calls Services Guide.