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£15 exit fee for Shell broadband, even though i'm out of contract.

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£15 exit fee for Shell broadband, even though i'm out of contract.

edited 30 November -1 at 1:00AM in Broadband & Internet Access
31 replies 1.5K views
RobmccRobmcc Forumite
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edited 30 November -1 at 1:00AM in Broadband & Internet Access
Quite frankly i'm pretty annoyed with myself, but i feel it is pretty underhand to be charged an exit fee when i am out of contract?? Has anyone got any advise, or do i just have to lump it?
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  • BrowntoaBrowntoa Forumite, Board Guide
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    It's not underhand

    Very open about in their terms and conditions which you signed up to and read
    Links in my signature currently broken
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's , Boost your income and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to [email protected] Any views are mine and not the official line of MoneySavingExpert.
  • XenonXenon Forumite
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    Browntoa wrote: »
    It's not underhand

    Very open about in their terms and conditions which you signed up to and unread

    Or as seems to be the case !
  • Neil_JonesNeil_Jones Forumite
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    Robmcc wrote: »
    Quite frankly i'm pretty annoyed with myself, but i feel it is pretty underhand to be charged an exit fee when i am out of contract?? Has anyone got any advise, or do i just have to lump it?

    You tend to get more helpful advice when you provide some details, as opposed to "something's not right, why is it not right?" type posts.

    When was your original exit date? When did you move from Shell? When did you apply to move from Shell?

    Note there is no "switching window" like you see in the energy market, so your contract runs up until the end of the day you agreed to. So if it's the 15th of Jan, you are out of contract as soon as it ticks over to the 16th. Moving away on the 15th will incur a fee, albeit very small by that point but a fee nevertheless.
  • RobmccRobmcc Forumite
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    I dont actually know when my contract is up as their website is awful. However I must be out of contract by 6 to 12months.
  • Neil_JonesNeil_Jones Forumite
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    Robmcc wrote: »
    I dont actually know when my contract is up as their website is awful. However I must be out of contract by 6 to 12months.

    When was your first payment made to Shell? Dig that out from your bank statement and then see if you can recall whether it was 12, 18 or 24 month contract (most likely 18 but just as likely 12).
  • carpycarpy Forumite
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    i've just discovered this and i'm unhappy as it's very unusual as far as my ISP experiences go!
    i don't feel it was made clear at the point of signing up!
    also MSE didn't point this out when recommending it as one of their best broadband deals and i'm certain didn't factor in this charge when calculating and advertising the equivalent monthly cost.......... :(
    would any MSE employees like to check this please? 
  • edited 27 May at 1:57PM
    Neil_JonesNeil_Jones Forumite
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    edited 27 May at 1:57PM
    carpy said:
    i've just discovered this and i'm unhappy as it's very unusual as far as my ISP experiences go!
    i don't feel it was made clear at the point of signing up!
    also MSE didn't point this out when recommending it as one of their best broadband deals and i'm certain didn't factor in this charge when calculating and advertising the equivalent monthly cost.......... :(
    would any MSE employees like to check this please? 

    It's not MSE's job to tell you to read terms and conditions because that's what you should be doing anyway before you sign up.
    Anyway the £15 thing is documented here:
    regardless of whether you are inside or outside your Minimum Period, if you terminate or cancel your contract at any time other than during the Cooling Off Period) and we are not at fault, you will be charged a Cease Charge.
  • carpycarpy Forumite
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    carpy said:
    i've just discovered this and i'm unhappy as it's very unusual as far as my ISP experiences go!
    i don't feel it was made clear at the point of signing up!
    also MSE didn't point this out when recommending it as one of their best broadband deals and i'm certain didn't factor in this charge when calculating and advertising the equivalent monthly cost.......... :(
    would any MSE employees like to check this please? 

    It's not MSE's job to tell you to read terms and conditions because that's what you should be doing anyway before you sign up.

    agreed (although who read through all the t&cs!)......however where they are telling consumers the best deals and showing them the annual/monthly equivalent cost then this should be accurate! 
    MSE were obviously just as unaware of it as unfortunate customers were!
  • GabiBGabiB Forumite
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    Maybe ring and ask if they will waive it as a goodwill gesture?
    Young MoneySaving geek who’s dream came true appearing on Martin’s Show! 😃
  • carpycarpy Forumite
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    GabiB said:
    Maybe ring and ask if they will waive it as a goodwill gesture?
    i will do nearer the time or certainly will make a complaint as these isn't clearly made known (other than buried in the t&cs) and is certainly an unusual charge given they apply it even if you're out of contract!!
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