Broadband and Phone terms and conditions
Shell Energy Retail Limited in the UK is wholly owned and fully operated by Octopus Energy Limited. As of 1 December 2023, Shell Energy Retail Limited is no longer a part of the Shell Group of Companies.
This is where you will find all our terms, price lists and legal documents. If you have questions or want to talk to us about this, please contact us.
Broadband and Phone terms and conditions
Please read carefully our Shell Energy Broadband & Phone Terms and Conditions for the products and services you have ordered.
If you only have our phone service, our Phone Terms and Conditions will also apply.
Some of our special offers also have their own Promotional Terms and Conditions.
Offer Terms for Internet Security provided by F-Secure
Price lists
We have set out all our prices, including call charges in a separate document called our Price List.
Annual price increase policy guide
Find out more about our annual price increase policy. Full details are available in our terms and conditions.
Codes of Practice
It’s really important we always give you the best customer service possible. So if you ever feel we’ve fallen short of this, please let us know.
Our Complaints - Code Of Practice. lets you know how to go about making a complaint and how to take it further, if you need to.
Vulnerable Customers
We're committed to ensuring that all our products and services are fully inclusive and easy for everyone to use.
We’re committed to giving our customers extra support where they need it. So if you’re struggling to pay your bill, think you may need longer to pay, or simply want to review your services, we want to do all we can to help. For more information please read our Vulnerability Policy, visit our Vulnerability website or please contact us.
Fair & Acceptable Use Policy
Our Fair & Acceptable Use Policy sets out the standards of conduct that you are required to meet when you use Shell Energy Retail Limited’s broadband service, and the usage guidelines we have set to ensure that all Shell Energy Broadband Service users have access to a fast and reliable service.
Cancellation Form
If you no longer require a service with Shell Energy Broadband, please see our support article and Service cancellation form.
Useful information
What are non-geographic and premium rate services, how much does it cost to call these numbers and how can you bar these numbers from your phone? Find out more in our Premium Rate Calls Guide
We are governed by the rules set out by Ofcom. A copy of the switching rules that apply to you can be found here Ofcom Condition C7: Switching.
Archived Terms and Conditions & Price Lists
All our previous terms and conditions & price lists that applied before 1st September 2022 can be found below.
Archived Price Lists
- Broadband & Phone Price List - 9 January 2023 to 16 April 2023
For customers who signed up to Broadband and Phone services between 9 January 2023 and 16 April 2023
- Broadband & Phone Price List - 1 September 2022 to 8 January 2023
For customers who signed up to Broadband and Phone services between 1 September 2022 and 8 January 2023
- Broadband & Phone Price List - 16 June 2022 and 31 August 2022
For customers who signed up to Broadband and Phone services between 16 June 2022 and 31 August 2022
- Broadband & Phone Price List - 10 January 2022 and 15 June 2022
For customers who signed up to Broadband and Phone services between 10 January 2022 and 15 June 2022
- Broadband & Phone Price List - 4th October 2021 to 9th January 2022
For customers who signed up to Broadband and Phone Services between 4th October 2021 and 9th January 2022
- Broadband & Phone Price List - pre 4th October 2021
For customers who signed up to Broadband and Phone Services before 4th October 2021
- Former Post Office Broadband Price List
This Price list applied to former Post Office Broadband & Phone customers before 1st September 2022.
Archived Terms and Conditions
- Broadband & Phone Terms - 1 September 2022 and 4 October 2023
For customers who signed up to Broadband and Phone services between 1 September 2022 and 4 October 2023
- Broadband & Phone Terms - 16 June 2022 and 31 August 2022
For customers who signed up to Broadband and Phone services between 16 June 2022 and 31 August 2022
- Broadband & Phone Terms - pre 4th October 2021
For customers who signed up to Broadband and Phone Services before 4th October 2021
- Broadband & Phone Terms - 4th October 2021 - 16 June 2022
For customers who signed up to Broadband and Phone Services between 4 October 2021 and 16 June 2022
- Former Post Office Broadband Terms and conditions
These terms applied to former Post Office Broadband & Phone customers before 1st September 2022.