Can't change address with Shell...

TobyTrove

Hi everyone

This might be common practice but to me it feels corrupt to say the least. I will keep it short.

Basically I've moved and I need to transfer my services to my new property. Sounds simple, but I'm lumbered with "Shell" broadband (not through choice), and it took a week to even get a response from anyone.

When I finally did, I was told that if I wanted to change my address with them, I'd have to instead start a new contract at the new property, tying me in for a further 18 months. However if I didn't like that, I wouldn't be able to cancel and sign up with another provider without paying an astronomical fee because I'm still in-contract. Double standards?

Furthermore they've stipulated that if I sign up with them at the new address then cancel within the "cooling off period", the cancellation fees would still apply.

Basically they've covered all bases so there's no way out.

The real bitter pill is that I never even signed up for Shell in the first place, nor would I ever have chosen to. I was with First Utility who one day became Shell, without any warning.

Am I really stuck with them? Is this normal business practice in the world of broadband?

I feel like I should go to Ofcom but seems I'd have to raise a complaint with Shell first, only they've set themselves up to be completely unreachable.

Oh this was meant to be short, sorry about that...

wongataa

That is normal practice. The contract was for the property you were in. You chose to break it by moving. The ISP is willing to forgo any exit fees if you sign up for a new minimum term. OFCOM won't do anything. Your only complaint is how long it took to speak to your ISP when you tried contact them.

[Deleted User]

TobyTrove wrote: »

The real bitter pill is that I never even signed up for Shell in the first place, nor would I ever have chosen to. I was with First Utility who one day became Shell, without any warning.

Shell have owned First Utility since 28th February 2018 so you would have signed up to Shell if you entered into a contract after that date with First Utility (FU).
Even if you joined FU before that date, there is nothing in law to stop any company being bought by another one and all the existing customers becoming part of the new owner's customers.
In practice nothing other than the name has changed as Shell is still the same people/systems/buildings etc. It has been re-branded into the owner's name.

littleboo

If you move house and are breaching the contract minimum term, they are offering you two options - pay the early termination charge and leave or they will waive the early termination fee if you start a new contract at the new address. It's your choice.