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, whenever you want and we won't slow you down at any time.

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.

The price you pay for your broadband may increase if Shell Energy stop providing your gas and/or electricity, please see the Price List for details.

Normally, the monthly charge that you pay will not increase at the end of your minimum term unless you have signed up to a special offer which will be detailed in your order confirmation.

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.

Ultrafast Fibre is our fastest broadband yet, with Ultrafast Fibre Plus reaching maximum speeds of 330Mbps. 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, which provides faster broadband speeds. Ultrafast Fibre goes the extra mile with a cabinet upgrade called G.Fast, that supercharges the remaining copper cabling that leads directly to your premises. G.Fast makes the lightning fast 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 and a cease charge. If you cancel after your minimum period ends, you may have to pay a cease charge. 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.ukor 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.

The maximum download speeds that can be attained are: Fast Broadband 17Mbps, Superfast Fibre 38Mbps, Superfast Fibre Plus 76Mbps, Ultrafast fibre 160Mbps and Ultrafast fibre plus 330 Mbps. The maximum upload speeds that can be attained are: Fast Broadband 1Mbps, Superfast Fibre Broadband 9.5Mbps, Superfast Fibre Plus Broadband 19Mbps, Ultrafast fibre 25Mbps and Ultrafast fibre plus 25Mbps. 

The average download speeds that can be attained are Fast Broadband 11Mbps, Superfast Fibre 35Mbps, Superfast Fibre Plus 63Mbps, Ultrafast fibre 140Mbps and Ultrafast fibre plus 290 Mbps. The average upload speeds that can be attained are: Fast Broadband 1Mbps, Superfast Fibre 9Mbps, Superfast Fibre Plus Broadband 17Mbps, Ultrafast fibre 25Mbps and Ultrafast fibre plus 45Mbps. 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 or cabinet, the wiring in your home, electrical interference and how many people are using the sites you're visiting. 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.

All broadband products are subject to a minimum period. If you cancel your broadband product before the end of your minimum period, Early Termination Charges will apply as set out in the price list.

Our price list also sets out the discounts available to customers who also take their gas and/or electricity from Shell Energy.

View full terms and conditions

View our Price List

View our Code of Practice

View our promotional terms and conditions

Your broadband product will come with 'pay as you go' calls, but you can add extra call packages to this - we have three.

Our evening and weekend call package is 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.

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

If you have friends and family overseas, our international call package means you can talk for longer without it costing a fortune. You will get 600 inclusive minutes to landlines in 40 countries, 75% discount on calls to mobiles in 40 countries and 50% on all other international calls. See the Price List for details.

Inclusive UK calls last for 60 minutes, hang up and re-dial to before 60 minutes to avoid additional charges.