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Broadband company quietly drops promise to customers

Popular broadband company quietly drops promise to customers, here’s what you need to know


Shell Energy Broadband has dropped its pledge to never increase your monthly bills at the end of your contract. In addition, the broadband provider will adopt annual price hikes for its customers. Shell Energy will raise its prices by the Consumer Price Index (CPI) plus up to 3 percent – that’s the same formula used by BT and EE.

Until now, Shell Energy Broadband differentiated itself from other internet suppliers with its pledge that it would never rise monthly bills. Even when contracts came to an end, customers could expect to see the same amount leave their current account every month. As such, customers didn’t necessarily need to worry about shopping around for new deals from their existing provider or discounts from new firms to stop spiralling bills.

But that will all change from April 1, 2022 onwards. Shell Energy has confirmed that, from that date onwards, customers will see prices rise by the rate of inflation coupled with an additional 3 percent on top of that. Another caveat found in the small-print, existing Shell Energy customers will no longer receive preferential pricing when they sign-up for new broadband deals.


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