Shell broadband and cancellation charges

Andrea15

For the past year I have been with Shell (now trying Vodafone. Thanks Martin!) and almost stayed with them but an email they sent me p!ssed me off as it stated that I have to give them 30 days notice (I don't think in the past I have ever had to do it), but most of all that if I leave there is a "cease charge" of £12. I never knew about it and was directed to a "Shell charge sheet" (you can find it if you google "shell broadband price list pdf"), so I had a quick look at the pdf (all 28 pages of them), but could find no mention of the charge. Also the price list states "For customers who sign up to Broadband and Phone Services from 4th October 2021".
OK, it is just £12, but it sounds like a con to me and a way to "persuade me" not to switch.

Does anyone know what my rights are?

(Also, I have been perusing Vodafone's terms and conditions, but could find no mention of a "cease charge" anywhere, but there again...)

Aylesbury_Duck

Simple: What does your contract say the notice period will be at this stage in your contract? What does it say about charges and when they are levied?  If both are set out and are being correctly applied, you don't have a right to be annoyed.

Andrea15

No idea where it would say. I went though the emails I got at the start and it doesn't say anything of the sort. On the website it doesn't mention it anywhere that I could find. No doubt will be written somewhere in small print, but I can't find it even looking at the "price list" they provided me the other day.
All I can find ius an article with "exit fees" i I leave before my contract ends.

Aylesbury_Duck

Go back to them and ask them to point out the contract term that says you have to provide 30 days' notice and pay an exit fee.

sheramber

Page 6 on the price list has the cancellation charge

jonesey1985

Andrea15 said:

For the past year I have been with Shell (now trying Vodafone. Thanks Martin!) and almost stayed with them but an email they sent me p!ssed me off as it stated that I have to give them 30 days notice (I don't think in the past I have ever had to do it), but most of all that if I leave there is a "cease charge" of £12. I never knew about it and was directed to a "Shell charge sheet" (you can find it if you google "shell broadband price list pdf"), so I had a quick look at the pdf (all 28 pages of them), but could find no mention of the charge. Also the price list states "For customers who sign up to Broadband and Phone Services from 4th October 2021".
OK, it is just £12, but it sounds like a con to me and a way to "persuade me" not to switch.

Does anyone know what my right are?

(Also, I have been perusing Vodafone's terms and conditions, but could find no mention of a "cease charge" anywhere, but there again...)

You should look at the pre-Oct 2021 T&C's as those apply to you.

Its fairly well known that Shell charged a cease fee even when you migrate, which is pretty unique in the ISP world but not illegal, you agreed to it.

Pay it and read the T&C's next time.

Andrea15

sheramber said:

Page 6 on the price list has the cancellation charge

That is the charge if you are still within your contract.

jonesey1985 said:
 You should look at the pre-Oct 2021 T&C's as those apply to you.

Its fairly well known that Shell charged a cease fee even when you migrate, which is pretty unique in the ISP world but not illegal, you agreed to it.

Pay it and read the T&C's next time.

They are not readily available. Even they sent me the 2021 version. I don't think I was ever sent that doc.
(Besides, I wouldn't say that it is "fairly well known". In the past I came across Sky that was doing it, but I managed to stop the contract before it started.

jonesey1985

Really?

https://www.google.com/search?q=shell+broadband+contract+terms+and+conditions

First result.  Under "Our terms and conditions" the second result to the right is labelled "Broadband & Phone Terms - pre 4th October 2021."

How is that not "readily available."

Andrea15

Well, if you want to find something you need to know it exists first Also, on my computer when I click on your link I still get directed to the post Oct 2021 price list.
In any case, further down that page I have found this:
https://www.moneysavingexpert.com/news/2021/03/shell-energy-broadband-remove-cease-fee/

I think I'll give them a phone today.

Andrea15

Just phoned them and they said I am NOT going to get charged that.  Now that I think about it, I should have asked to have it in writing, but I willl keep an eye on the final bill when that comes.

Andrea15

OK, I phoned them back to give them notice and it transpires that I didn't need to as the 30 days cancellation notice applies only if you are disconnecting the line altogether. That wasn't clear from the blurb at all, but maybe that is just me...