Broadband and Phone

Price List
For all Shell Energy Broadband and Phone customers
Effective 30 August 2023.

Version number: 1.15

Date published: 06/11/2023

Pricing is correct as per the date shown. For the current version of this document, please refer to
shellenergy.co.uk/broadband-terms

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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Annual Price Changes

When you join Shell Energy Broadband, each April, we may, at our discretion, adjust the price of all your
charges (including your price plan charges) by the Consumer Price Index (CPI) rate of inflation which is
published by the Office for National Statistics in January of each year except where the CPI figure is
negative. We will then add up to 3%. For example, if you’re paying £20 a month, and the January CPI
figure is 2%, we may apply an increase of up to 5%. At 5%, your monthly price would increase to £21
after 1 April.

If, however, the January CPI figure is -2%, we may apply an increase of up to 3%. At 3%, your monthly
price would increase to £20.60 after 1 April. For details, see our Annual CPI Price Increase Guide.

Prices (as well as any other terms) might also change for other reasons at any time whilst you’re with us.
We’ll usually provide you with at least one month’s notice before any such changes take place. See
shellenergy.co.uk/broadband-terms for details.

What does this mean for the prices shown in this Price List?
This means the charges shown in this Price List (broadband, line rental, call plans, features and some
call charges) may be increased each year from April 2023 by the Consumer Price Index rate of inflation
which is published in January of each year (except where that CPI figure is negative) together with up to
a further 3%.

Price List Rounding

Please note that, for convenience, prices appearing in this Price List are rounded to only two decimal
places. Your bill is calculated accurately using the same constituent prices but to 3 decimal places of
accuracy. VAT is added to the total before being rounded up or down to 2 decimal places corresponding
to whole pence.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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Shell Energy Retail Limited (“Shell Energy”) Broadband and Phone Service Price
List
For all customers who sign up to Broadband and Phone Services

Contents Page

1. Shell Energy Broadband and Phone Product Charges 4

2. One-off Charges 6
3. Optional Feature Charges 7
4. Early Termination Charges 8
5. Call Charge Rules 9
6. Call Packages 10
7. Key UK Call Charges 11
8. International Call Charges 12
9. Satellite Call Charges 15
10. Calls to Non Geographic numbers beginning 084, 087, 09, 118
(excluding calls beginning 07 & 08) 16
11. Personal Numbering Call Charges 19
12. Premium Rate Fixed Fee Call Charges 20
13. Operator Connect & Reverse Charge Call Charges 21
14. Other Call Charges 21
15. Ongoing Offers 22
16. Legacy Call Packages and features we no longer sell 23

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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1. Shell Energy Broadband and Phone Product Charges

Standard Charges applicable for customers who enter into Agreements on or after 9th January 2023

Average Standard Monthly

Connection Minimum Period
Service Usage Limit Download Charge and Out
Fee (Months)
Speed of Contract Price

Fast Broadband Unlimited 11Mb/sec £0.00 £31.03 12, 18 or 24

Superfast Fibre Unlimited 38Mb/sec £0.00 £36.99 12, 18 or 24

Superfast Fibre Plus Unlimited 67Mb/sec £0.00 £42.96 12, 18 or 24

Ultrafast Fibre Unlimited 145Mb/sec £0.00 £50.12 12, 18 or 24

UltrafastFibre Plus Unlimited 290Mb/sec £0.00 £56.09 12, 18 or 24

Full Fibre 100 Unlimited 109Mb/sec £0.00 £42.74 12, 18 or 24

Full Fibre 200 Unlimited 207Mb/sec £0.00 £48.36 12, 18 or 24

Full Fibre 300 Unlimited 311Mb/sec £0.00 £53.99 12, 18 or 24

Full Fibre 500 Unlimited 525Mb/sec £0.00 £59.61 12, 18 or 24

Full Fibre 900 Unlimited 944Mb/sec £0.00 £65.24 12, 18 or 24

Home Phone Rental N/A N/A £0.00 £20.28 12, 18 or 24

Home Phone Calls Only N/A N/A £0.00 £0.00 N/A

(not available for new sale)

These are our standard charges during the Minimum Period. The price you pay may be less if you took a promotional offer.
Please check your bill for details and our Promotional Terms and Conditions if relevant. After the Minimum Period of your
contract your price will increase to the standard monthly charge for your selected product.

Notes:
1. This Price List is subject to our Terms and Conditions which can be found at shellenergy.co.uk/broadband/terms. The definitions set out in the
Introduction of our Terms and Conditions shall apply to this Price List.
2. All prices set out in the Price List are inclusive of VAT.
3. The above Services and Charges include both the Line Rental Service (other than in the case of our Full Fibre products which do not require a
telephone line) and the Broadband Service only apart from Shell Home Phone which is line rental only. Any Charges for additional calls or Optional
Features will be charged separately and in addition to the Charges set out above.
4. You must take the Line Rental Service to receive the Broadband Service unless the Broadband Service consists of our Shell Full Fibre Service
which does not require the Line Rental Service..
5. These are our standard Charges. The price you pay may be different if you took a product as part of a promotional offer and will be shown on your
order confirmation email.
6. You will receive a wireless Router as part of the Broadband Service.
7. The above Charges are based on paperless billing. If you require paper billing you will be charged an additional £2.25 per bill. We can provide
your bills in other formats such as large print or Braille upon request. If you require this please contact us.
8. Once your Service has started, you will be eligible to receive a Shell Energy Fuel Saving of 3% off the cost of Shell fuel up to a maximum of 60L
per month which can only be redeemed at participating UK Shell service stations against Shell fuel (V Power and main grade petrol and diesel) and
LPG. Only one Shell Energy Fuel Saving is available per Premises, even if you are both an energy and broadband customer. Your allowance will be
refreshed on the 1st of each calendar month. If you do not use your Shell Energy Fuel Saving in any given month then it will be lost and cannot be
rolled over and used in another month.
9. Your monthly Charges may increase each year on 1 April from 2023 by the annual percentage increase in the rate of inflation as measured by
Consumer Price Index (CPI) as published by the Office for National Statistics in January of the same year, plus up to 3%. For example, if you’re
paying £20 per month, and the January CPI figure is 2%, we may apply an increase of up to 5%. At 5%, your monthly price would increase to £21
after 1 April. If you enter into your Agreement with us between 1 February and 1 April, you will not be subject to this increase from 1 April in the first
year of your Agreement, but you will in all subsequent years of your Agreement. For details, see our Annual CPI Price Increase Guide.
10. Average download speeds are based on the download speeds of at least 50% of customers at peak time. (8pm - 10pm). Broadband speed can be
affected by the quality of your phone line, how far your home is from the telephone exchange or cabinet, the wiring in your home, electrical
interference and how many people are using the sites you're visiting. We'll use your postcode and phone number (if you provide it) to give you a
personalised estimate of the speeds you can expect to receive.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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Essentials Broadband & Phone

If you receive one or more eligible benefits you may be eligible for one of our discounted Essentials Broadband tariffs (Eligible
benefits include Employment and Support Allowance, Jobseeker’s Allowance, Income Support, Pension Credit or Universal
Credit). For more information, call us on 0330 094 9181 or visit shellenergy.co.uk/essentials-broadband

Standard
Monthly
Average Minimum
Connection Package Charge and
Service Usage Limit Download Period
Fee Price* Out of
Speed (Months)
Contract
Price

Essentials Fast Broadband Unlimited 11Mb/sec £0.00 £15.00 £31.03 12

Essentials Superfast Fibre Unlimited 38Mb/sec £0.00 £20.00 £36.99 12

Essentials Home Phone N/A N/A £0.00 £15.00 £20.28 12

*You will receive a promotional discount off the standard monthly charge on your bill as long as you remain eligible. For full
eligibility criteria and terms and conditions, see shellenergy.co.uk/broadband-terms

Notes:

1. Your monthly charges may increase on or after 1 April in each year from 2024 by the Consumer Price Index (CPI) rate of inflation plus up to 3%.
This will only affect the Package Price of your Essentials Service package after the 12 month Minimum Period. However the price of any additional
services you have chosen such as calls, optional call plans or Optional Features may increase in this way irrespective of whether or not you are
within the 12 month Minimum Period.

2. Average download speeds are based on the download speeds of at least 50% of customers at peak time. (8pm - 10pm). Broadband speed can be
affected by the quality of your phone line, how far your home is from the telephone exchange or cabinet, the wiring in your home, electrical
interference and how many people are using the sites you're visiting. We'll use your postcode and phone number (if you provide it) to give you a
personalised estimate of the speeds you can expect to receive.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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2. One-off Charges
Charge Description Price

New Line Installation £67.50

Full Fibre Installation £67.50

Homemover Fee where new premises has a compatible line * £0.00

Homemover Fee where new premises has no compatible line * £67.50

Change of telephone number ** £39.38

Keep my number ** £39.38

Faults - Engineer call out charge (including 1st hour) *** £73.13

Faults - Engineer call out charge (additional hour) £73.13

Managed Installation £111.38

Shift of an internal line £112.50

Provision of an extension socket £112.50

Missed engineer appointment **** £73.13

Router replacement charge (Standard wireless router) ***** £39.38

Router replacement charge (Premium wireless router) ***** £56.25

Wi-Fi booster replacement charge ***** £45.00

Additional / Replacement Micro-filter £2.81

Missed or late payment £8.44

Stopped Payment (Returned Cheque) charge £28.13

Stopped Payment (Return to payer/Direct Debit) charge £5.63

Debt recovery admin charge £16.88

Static IP Address £16.88

Initial Router Postage Cost (New Customers) £9.95

Inlife Router Postage Cost (Existing Customers) £5.57

Notes:
* A new Minimum Period applies from the date your Service goes live at your new Premises. This is usually 12 or 18 months.
** Where you ask us to change your number due to nuisance calls, there will be no charge for the first time you use this service. Where a 'Keep my
number' is related to a home move that includes a New Line Install Charge there will be no charge for the use of this service.
*** Engineer call-out Charge may be applicable where, for example, the ‘fault’ is beyond the network termination equipment (i.e. there is a fault at the
Premises and not a fault with the Service provision to the master socket at the Premises); is caused by your act or omission; is caused by your own
equipment; where no fault is found; or, by any other reason outside of our control.
**** Missed appointment Charges may be applicable where you are not present at the agreed appointment time and/or the engineer cannot access the
property (even if you are present).
*****This Price List is subject to our Terms and Conditions. In accordance with clauses 7.7 and 7.9, if we send you a replacement Router, or Wi-Fi
Booster, or if you or we cancel your Agreement, we may request that you return the Router and/or Booster to us using the pre-paid returns envelope
which we will provide you with. We will accept proof of postage as proof that you have sent us the Router and/or Booster. If we do not receive the Router
and/or Booster back in good working order within 30 days from the date that we (a) are notified of the fault or (b) cease to provide you with the Service,
and you have not provided proof of postage, we may charge you for the cost of the Router/Booster. Standard wireless router replacement charge
covers the following equipment where supplied as part of your service: Technicolour DGA4231, Technicolour DGA4134, Technicolour DGA2231,
Technicolour TG588, Technicolour TG589, Technicolour DWA0120, Technicolour DGA0122, Zyxel AMG1302 and Zyxel VMG3925. The Premium
wireless Router replacement charge will apply to the Wi-Fi 6 hub, Zyxel DX3301 and all other routers. Wi-Fi booster replacement charge will apply to
the Wi-Fi 6 Booster.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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3. Optional Feature Charges

Pay monthly Optional Feature Charges

Charge Description Monthly Charge

Voicemail (1571) £3.29

Voicemail Plus £3.94

Caller Display £0.00

Number Retrieval (1471) £0.00

Incoming Call Alert (Call Waiting) £2.81

Call Divert £2.98

Choose to Refuse £4.22

Anonymous Caller Reject £5.06

Customer Controlled Call Barring (Outbound) £2.81

Prompt Care (Fast Broadband and Home Phone only) £1.69

Fibre Prompt Care (Fibre and Full Fibre Packages only) £0.00

Total Care (Fast Broadband and Home Phone only) £8.36

Fibre Total Care (Fibre and Full Fibre Packages only) £22.50

Pay per use Optional Feature Charges

Charge Description Charge per use

Call return 22.50p

Reminder call 45.00p

Auto redial 45.00p

Threeway call 67.50p

Speaking Clock (Timeline) 56.26p

Ring Last Caller (CLI Recall) 22.50p

Paper Bill Fee

A paper bill fee will apply for each bill whether you receive one monthly, quarterly or request a bill reprint. To avoid the paper bill
fee, please contact us to switch to Online billing. You will not be charged if you have Home Phone only, Home Phone Calls Only
or are a Home Phone customer receiving broadband for no extra charge.

Charge Description Price

Fee for paper bill £2.25 per bill

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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4. Early Termination Charges

All broadband and phone packages are subject to a Minimum Period which will normally be 12 or 18 months from
the Commencement Date. If you cancel your Service within the Minimum Period (and outside your Cooling Off
Period), an Early Termination Charge may apply as set out below (please see our terms and conditions for further
information). The Early Termination Charge will be calculated by multiplying the total number of months remaining
by the monthly termination charge for the applicable product.

Product Monthly Early Termination Charge*

Home Phone £6.19

Fast Broadband £6.50

Superfast Fibre £16.50

Superfast Fibre Plus £18.50

Ultrafast Fibre £18.50

Ultrafast Fibre Plus £18.50

Full Fibre 100 £18.50

Full Fibre 200 £18.50

Full Fibre 300 £18.50

Full Fibre 500 £18.50

Full Fibre 900 £18.50

Example
If you are a Fast Broadband customer on an 18 month Minimum Period that commences on 1st November 2022
and the Service is terminated on 15th November 2023, you would be required to pay £35.92. This is calculated as
follows:

1. Early Termination Charge applicable 15th November – 30th November 2023 = (£6.50/30.4) x 16 days =
£3.42.
2. Early Termination Charge applicable 1st December – 30th April 2024 = £6.50 x 5 months = £32.50.

Early Termination Charge = £3.42 + £32.50 = £35.92 Total Charges payable = £35.92

Other Charges that may apply

Standard wireless Router not returned in good working order ** See section ‘One-off Charges’ above

** In accordance with clause 7.7 of the Terms and Conditions if you or we cancel your Agreement we may request that you return the Router to us in good
working order. We will accept proof of postage as proof that you have sent us the Router. If we do not receive the Router back in good working order
within 30 days from the date that we cease to provide you with the Service, and you have not provided proof of postage, we may charge you for the cost
of the Router.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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5. Call Charge Rules

Charging Periods Description

Daytime Monday – Friday 6am – 6pm (GMT or BST)

Evening Monday – Friday 6pm – 6am (GMT or BST)

Weekend Friday 6pm – Monday 6am (GMT or BST)

Call Charges
There is a connection Charge of 27.44p per call for the following call types (except where the call started in a
Charge period that is included in your call package):

■ National and local calls to numbers beginning 01, 02 & 03 numbers;

■ Calls to UK mobiles;
■ Calls to personal numbering services, paging services & Wi-Fi services;
■ Calls to international landlines & international mobiles; and
■ Calls to numbers beginning 05.

Note: No connection Charge will apply to 0800 & 0500 calls or those calls with a fixed fee element.

Call Duration Rounding

The following call types will be rounded up to the next whole minute for billing:

■ National and local calls to numbers beginning 01, 02 & 03 numbers;

■ Calls to UK mobiles;
■ Calls to personal numbering services, paging services & Wi-Fi services;
■ Calls to international landlines & international mobiles (excluding satellite calls);
■ Calls to numbers beginning 05; and
■ Multimedia services.

All other calls will be rounded up to the next whole second unless indicated otherwise in this Price List.

Call Charge rounding for billing

All calls will be rounded up to the next whole penny before VAT is added. The total bill for all Charges will then be
rounded up to the nearest penny after VAT has been added.

Free landline calls between Shell Energy Broadband and Phone customers
Any calls you make to other Shell Energy Broadband and Phone customers will be free of charge but charged at
our standard rates if they exceed 60 continuous minutes. If you'd like to talk for longer than 60 minutes, simply
hang up and redial before 60 minutes to avoid any charges.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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6. Call Packages
Call package Monthly Charge Details

No inclusive calls. Any calls you make are charged at the standard call
Basic £0.00
rates listed in this Price List.

Unlimited evening and weekend calls to UK landlines, UK mobiles and

Evening & Weekend £7.17
0845/0870 numbers.

Anytime £11.94 Unlimited calls to UK landlines, UK mobiles and 0845/0870 numbers.

Unlimited calls to UK landlines, UK mobiles, 0845/0870 numbers and

Anytime Plus £15.51 landlines in 54 International destinations (listed on page 12 of this Price
List)

Unlimited calls to landlines in 54 international destinations (listed on page

International Calls 12 of this Price List), discounted calls to mobiles in those 54 destinations,
£8.36
plus a 50% discount on calls to all other international destinations (landlines
and mobiles).

Notes:
■ Any calls included in a call package are inclusive for 60 minutes. Customers should hang up before 60
minutes and re-dial to avoid additional Charges. Where a call exceeds 60 minutes, the standard rate for that
number will be charged for the remainder of the call.

■ Calls that cross charge boundaries are charged at the price applicable to the period in which the call took
place (for example a call that crosses from a chargeable period to an inclusive period will only be charged for
the duration of the call made in the chargeable period).

■ A call connection charge will be chargeable for calls to inclusive numbers where the call starts in a chargeable
period but crosses into an inclusive period.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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7. Key UK Call Charges

Evening &
Call type Charging period Basic (PAYG) Anytime Anytime Plus
Weekend

21.49p per
Daytime Included Included
minute
UK landlines 21.49p per
01, 02 & 03** Evening minute Included Included Included
Numbers
Weekend Included Included Included

21.49p per
Daytime
minute
21.49p per
0845 & 0870
Evening minute + Service Included Included Included
numbers
Charge
Weekend Included

UK mobiles 21.49p per

Daytime Included Included
(including 070 minute
numbers - 21.49p per
Personal Evening minute Included Included Included
Numbering
(pn99) Weekend Included Included Included

Access Charge
(Calls to Service 21.49p per 21.49p per minute + Service Charge
Numbers)* minute + Service
At all times
Charge Note: Calls to 0845/0870 included in your call plan
090, 118, 084 & as listed above.
087 Numbers

21.49p per
Daytime Included Included
Channel Islands minute
21.49p per
& Isle of Man
Evening minute Included Included Included
(landlines)
Weekend Included Included Included

Notes:
27.44p per call connection charge applies to all calls.

Free landline calls between Shell Energy Broadband and Phone customers: Any calls you make to other Shell
Energy Broadband and Phone customers will be free of charge but charged at our standard rates if they exceed 60
continuous minutes. If you'd like to talk for longer than 60 minutes, simply hang up and redial before 60 minutes to
avoid any charges.

*Calls to Service Numbers: Calls to these numbers are defined as calls to non-geographic numbers such as
Premium Rate services, Directory Enquiries and calls to Internet Services.includes numbers that start with 084,
087, 09, 118, 0844, 0845, 0870. Calls are made up of two charges:
■ Access Charge: This is what Shell Energy will charge you for connecting the call, charged at 21.49p.
■ Service Charge: This is what the company or organisation you are calling will charge you.

For the total cost of your call, simply add the two charges together.

** Calls to numbers starting 03 will appear on the bill as Specialised Services.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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8. International Call Charges

Our international call charges are banded into 7 charge-bands. The applicable charges for each band are set out
below, whilst details of individual country charges can be found on the subsequent pages. All international calls
are subject to a 27.44p connection fee.

Standard Charge International Call Package Charge*

(pence per min) (pence per min)

Call connection
Charge Band Landline Mobile Landline Mobile
fee

EU 27.44p per call 21.37 21.37 0 5.35

A 27.44p per call 28.12 56.26 0 14.06

B 27.44p per call 28.12 56.26 14.06 28.12

C 27.44p per call 56.26 84.37 28.12 42.19

D 27.44p per call 84.37 112.5 42.19 56.26

E 27.44p per call 112.5 140.63 56.26 70.31

F 27.44p per call 140.63 168.76 70.31 84.37

*Customers on our International Calls Package receive discounted calls (applies to pence per minute rate) to
international landline and mobile numbers. See page 13 for details.

Anytime Plus and International Call Package 54 Destinations: The following international landline destinations
(Charge Band EU and A) are included in the International Call Package and Anytime Plus call Packages:

EU Charge Band Destinations: Austria, Azores, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus (South),
Czech Republic, Denmark, Republic of Ireland, Estonia, Finland, France, French Guiana, Germany, Gibraltar,
Greece, Guadeloupe, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta,
Martinique, Netherlands, Norway, Poland, Portugal, San Marino, Reunion, Romania, Slovakia, Slovenia, Spain,
Sweden.

Band A Destinations: Australia, Bahamas, Canada, China, Hong Kong, India, Israel, Japan, Malaysia, New
Zealand, Pakistan, Singapore, South Africa, Switzerland, USA.

Notes:
For calls to Bahamas, Canada and USA, calls to mobiles are charged at the same rate as landlines. If you have the
International Call package, calls to mobiles in these destinations are included as part of your call plan. Customers
on our International Calls Package receive discounted calls to international landline and mobile numbers.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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Countries
Countries Charge Charge Countries Charge
(Comoros to
(Afghanistan to Columbia) Band Band (Hungary to Mozambique) Band
Hong Kong)
Afghanistan F Comoros F Hungary EU
Albania C Congo F Iceland EU
Algeria C Cook Islands F India A
American Samoa F Costa Rica E Indonesia D
Andorra C Croatia EU Iran F
Angola E Cuba F Iraq F
Anguilla D Cyprus (North) B Israel A
Antarctica F Cyprus (South) EU Italy EU
Antigua & Barbuda B Czech Republic EU Jamaica B
Antilles D Cote D'Ivoire F Japan A
Argentina E Democratic Republic of Congo F Jordan F
Armenia E Denmark EU Kazakhstan D
Aruba D Diego Garcia F Kenya E
Ascension Island D Djibouti E Kiribati F
Australia A Dominica D Korea (North) F
Austria EU Dominican Republic D Kuwait E
Azerbaijan C East Timor F Kyrgyzstan D
Azores EU Ecuador E Laos F
Bahamas A Egypt E Latvia EU
Bahrain E El Salvador F Lebanon F
Bangladesh B Equatorial Guinea F Lesotho E
Barbados B Eritrea F Liberia E
Belarus C Estonia EU Libya D
Belgium EU Ethiopia F Liechtenstein EU
Belize E Falkland Islands E Lithuania EU
Benin E Faroe Islands C Luxembourg EU
Bermuda B Fiji E Macao D
Bhutan D Finland EU Macedonia C
Bolivia E France EU Madagascar E
Bosnia-Herzegovina C French Guiana EU Madeira EU
Botswana E French Polynesia F Malawi E
Brazil B Gabon E Malaysia A
Brunei D Gambia E Maldives E
Bulgaria EU Georgia D Mali E
Burkina Faso E Germany EU Malta EU
Burundi E Ghana E Mariana E
Cambodia E Gibraltar EU Marshall Islands F
Cameroon E Greece EU Martinique EU
Canada A Greenland E Mauritania F
Canary Islands EU Grenada B Mauritius F
Cape Verde E Guadeloupe EU Mayotte F
Cayman Islands E Guam E Mexico D
Central African Republic E Guantanamo Bay E Micronesia F
Chad E Guatemala E Moldova D
Chatham Islands B Guinea E Monaco EU
Chile E Guinea-Bissau F Mongolia F
China A Guyana F Montenegro C
Christmas Island B Haiti F Montserrat E
Cocos Islands B Honduras E Morocco C
Columbia E Hong Kong A Mozambique E

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
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Countries Charge Countries Charge Countries Charge

(Myanmar to Romania) Band (Russia to Taiwan) Band (Tajikistan to Zimbabwe) Band
Myanmar F Russia C Tajikistan E
Namibia E Rwanda E Tanzania E
Naura F San Marino EU Thailand D
Nepal D Sao Tome & Principe F Togo F
Netherlands EU Saudi Arabia D Tokelau C
New Caledonia F Senegal F Tonga F
New Zealand A Serbia C Trinidad & Tobago B
Nicaragua F Seychelles F Tunisia C
Niger E Sierra Leone E Turkey B
Nigeria D Singapore A Turkmenistan E
Niue F Slovak Republic EU Turks & Caicos E
Norfolk Island F Slovenia EU Tuvalu F
Northern Mariana F Solomon Islands F USA A
Norway EU Somalia F US Virgin Islands D
Oman E South Africa A Uganda E
Pakistan A South Korea D Ukraine C
Palau F South Sudan F United Arab Emirates D
Palestine C Spain EU Uruguay E
Panama E Sri Lanka E Uzbekistan D
Papua New Guinea F St Helena F Vanuatu F
Paraguay E St Kitts & Nevis D Vatican City B
Peru E St Lucia B Venezuela E
Philippines E St Pierre & Miquelon D Vietnam F
Poland EU St Vincent & Grenadines D Virgin Islands (UK) D
Portugal EU Sudan (Sud) E Wallis & Futuna F
Puerto Rico C Suriname F Western Samoa F
Qatar E Swaziland E Yemen F
Republic of Ireland EU Sweden EU Zambia E
Reunion EU Switzerland A Zimbabwe E
Rodriguez Island F Syria F
Romania EU Taiwan D

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
14
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

9. Satellite Call Charges

Time Band Standard Charge (Pence per minute)

EMS Satellite Systems All times of day 866.26

Inmarsat A Indian Ocean All times of day 832.50

Inmarsat A Pacific Ocean All times of day 382.50

Inmarsat B Pacific Ocean All times of day 2587.50

Inmarsat M Atlantic East All times of day 1642.50

Inmarsat M Pacific Ocean All times of day 371.26

Inmarsat Mini Atlantic East All times of day 652.50

Inmarsat Mini Pacific Ocean All times of day 652.50

Inmarsat Skyphone Pacific Ocean All times of day 866.26

Inmarsat A All East Data All times of day 652.50

Inmarsat A All West Data All times of day 247.50

Inmarsat A Atlantic East All times of day 652.50

Inmarsat A Atlantic West All times of day 247.50

Inmarsat B Atlantic East All times of day 2475.00

Inmarsat B Atlantic West All times of day 281.24

Inmarsat B Indian Ocean All times of day 360.00

Inmarsat B SNAC All times of day 866.26

Inmarsat M Atlantic East HSD All times of day 1642.50

Inmarsat M Atlantic West All times of day 652.50

Inmarsat M Atlantic West HSD All times of day 652.50

Inmarsat M Indian Ocean All times of day 866.26

Inmarsat Mini Atlantic West All times of day 393.76

Inmarsat Mini Indian Ocean All times of day 866.26

Inmarsat Mini SNAC All times of day 866.26

Inmarsat Skyphone Atlantic East All times of day 866.26

Inmarsat Skyphone Atlantic West All times of day 866.26

Inmarsat Skyphone Indian Ocean All times of day 866.26

Thuraya All times of day 1102.50

Note: 27.44p per call connection charge applies to all calls.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
15
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

10. Calls to Non-Geographic Numbers beginning 084, 087, 09, 118 (excluding
calls beginning 07 & 08)
Since 1st July 2015, calls made to numbers beginning 084, 087, 09 & 118 have been charged in two components:
an Access Charge and a Service Charge. The Access Charge is set by Shell Energy and the Service Charge is set
by the organisation that you are calling.

The Shell Energy Access Charge is 21.49p per minute and this rate applies at all times of day (except where the
call is included in a call package).

The tables on the following pages show the Service Charge price points, these are set by the organisation you are
calling. To work out the cost of calling a particular number, please refer to the organisation that you are calling for
details. Service Charge for calls charged on a pence per minute basis.

Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge
SC001 0 0
SC002 0 1
SC003 0 2
SC004 0 3
SC005 0 4
SC006 0 5
SC007 0 6
SC008 0 7
SC009 0 8
SC010 0 9
SC011 0 10
SC012 0 11
SC013 0 12
SC014 0 13
SC015 0 15
SC016 0 20
SC017 0 25
SC018 0 30
SC019 0 35
SC020 0 36
SC021 0 40
SC022 0 45
SC023 0 46
SC024 0 50
SC025 0 55
SC026 0 60
SC027 0 65
SC028 0 70
SC029 0 75
SC030 0 80
SC031 0 90
SC032 0 95
SC033 0 99
SC034 0 100
SC035 0 110
SC036 0 120
SC037 0 145
SC038 0 150

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
16
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

Service Charge for calls charged on a pence per minute basis.

Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge
SC039 0 155
SC040 0 180
SC041 0 200
SC042 0 220
SC043 0 250
SC044 0 300
SC045 0 360
SC068 0 243
SC081 0 18
SC082 0 22
SC083 0 350

Service Charge for calls charged at a fixed fee for the duration of the call.

Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge
SC046 5 0
SC047 10 0
SC048 15 0
SC049 25 0
SC050 30 0
SC051 35 0
SC052 40 0
SC053 48 0
SC054 50 0
SC055 70 0
SC056 75 0
SC057 100 0
SC058 145 0
SC059 150 0
SC060 200 0
SC061 250 0
SC062 300 0
SC063 400 0
SC064 500 0
SC065 600 0
SC088 365 0

Service Charge for calls charged at a fixed fee & pence per minute (where the fixed fee & pence per minute apply
from the start of the call).

Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge
SC066 77 155
SC067 80 25
SC069 350 10
SC084 250 75
SC085 260 99
SC086 275 78

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
17
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

Service charge for calls charged at a fixed fee and pence per minute (where the fixed fee is the charge for the first
60 seconds or part thereof and the pence per minute charge applies following the first 60 seconds.

Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge
SC070 243 243
SC073 0 250
SC074 5 5
SC075 10 10
SC076 40 40
SC077 70 70
SC078 150 150
SC079 200 200
SC087 300 130
SC092 7 7
SC093 13 13
SC094 80 80
SC095 100 100
SC096 300 300
SC097 360 50
SC098 360 150
SC099 360 200
SC100 360 360

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
18
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

11. Personal Numbering Call Charges

Day Evening Weekend

Personal Numbering Range
(Pence per minute) (Pence per minute) (Pence per minute)
Personal Numbering (c) 14.42 8.48 4.02
Personal Numbering (d) 18.66 12.34 12.26
Personal Numbering (e) 5.87 4.70 4.49
Personal Numbering (f) 31.02 20.69 13.70
Personal Numbering (h) 15.44 10.50 9.40
Personal Numbering (j) 45.23 31.40 11.35
Personal Numbering (k) 55.10 36.42 16.88
Personal Numbering (pn01) 33.92 22.26 7.48
Personal Numbering (pn02) 90.47 91.67 91.99
Personal Numbering (pn03) 87.66 71.23 70.61
Personal Numbering (pn04) 45.05 46.68 47.96
Personal Numbering (pn05) 28.18 30.28 31.08
Personal Numbering (pn06) 33.17 35.56 36.32
Personal Numbering (pn07) 99.54 99.54 99.54
Personal Numbering (pn08) 33.86 36.06 36.58
Personal Numbering (pn09) 39.95 42.23 41.38
Personal Numbering (pn10) 61.74 64.16 64.91
Personal Numbering (pn11) 67.40 51.40 52.07
Personal Numbering (pn12) 46.21 49.26 50.06
Personal Numbering (pn13) 69.64 71.53 72.43
Personal Numbering (pn14) 49.12 51.17 50.87
Personal Numbering (pn15) 20.34 22.31 23.12
Personal Numbering (pn16) 23.12 24.82 25.44
Personal Numbering (pn17) 24.74 26.42 27.11
Personal Numbering (pn18) 25.76 27.95 29.09
Personal Numbering (pn19) 14.96 17.04 17.72
Personal Numbering (pn20) 41.48 43.44 43.98
Personal Numbering (pn21) 69.16 71.75 72.76
Personal Numbering (pn22) 7.54 2.74 1.79
Personal Numbering (pn99) 21.49 21.49 21.49

Note: 27.44p per call connection charge applies to all calls.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
19
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

12. Premium Rate Fixed Fee Call Charges

Personal Numbering Range Time Band Charge (Pence per call)

Premium Rate (ff00) All Times of Day 18.35

Premium Rate (ff01) All Times of Day 46.75
Premium Rate (ff02) All Times of Day 94.09
Premium Rate (ff03) All times of Day 38.40
Premium Rate (ff06) All Times of Day 38.40
Premium Rate (ff08) All Times of Day 27.95
Premium Rate (ff09) All Times of Day 72.04
Premium Rate (ff10) All Times of Day 40.72
Premium Rate (ff11) All Times of Day 114.58
Premium Rate (ff12) All Times of Day 140.11
Premium Rate (ff13) All Times of Day 191.11
Premium Rate (ff14) All Times of Day 168.14
Premium Rate (ff15) All Times of Day 11.22
Premium Rate (ff16) All Times of Day 27.50
Premium Rate (ff17) All Times of Day 36.83
Premium Rate (ff18) All Times of Day 64.81
Premium Rate (ff19) All Times of Day 74.29
Premium Rate (ff20) All Times of Day 83.56
Premium Rate (ff21) All Times of Day 286.24
Premium Rate (ff24) All Times of Day 149.23
Premium Rate (ff25) All Times of Day 225.18
Premium Rate (ff26) All Times of Day 233.52
Premium Rate (ff27) All Times of Day 242.98
Premium Rate (ff28) All Times of Day 19.13
Premium Rate (ff29) All Times of Day 9.30
Premium Rate (ff30) All Times of Day 121.21
Premium Rate (ff32) All Times of Day 158.46
Premium Rate (ff33) All Times of Day 63.62
Premium Rate (ff34) All Times of Day 182.63
Premium Rate (ff35) All Times of Day 274.34
Premium Rate (ff36) All Times of Day 91.24
Premium Rate (ff37) All Times of Day 109.38
Premium Rate (ff38) All Times of Day 135.82
Premium Rate (ff39) All Times of Day 213.08
Premium Rate (ff40) All Times of Day 240.29
Premium Rate (ff41) All Times of Day 271.72
Premium Rate (ff42) All Times of Day 77.80
Premium Rate (ff43) All Times of Day 58.55
Premium Rate (ff44) All Times of Day 153.06
Paging Service (r) All Times of Day 2.35

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
20
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

13. Operator Connect & Reverse Charge Call Charges

Operator Connect Calls Time Band Call Set-up (Pence per call) Charge (Pence per minute)
Local & National All Times of Day 112.50 135.00
UK Mobile All Times of Day 112.50 135.00
International All Times of Day 112.50 135.00
Other All times of Day 112.50 135.00
Note: The Operator will not onward connect to premium numbers.

Reverse Charge Call

Time Band Call Set-up (Pence per call) Charge (Pence per minute)
– call origination
Local & National All Times of Day 337.50 112.50
UK Mobile All Times of Day 337.50 112.50
International All Times of Day 1125.00 646.88

14. Other Call Charges

Day Evening Weekend
Number Range
(Pence per minute) (Pence per minute) (Pence per minute)

Calls to Wi-Fi Services (fw01) 45.54 45.54 45.54

Calls to Wi-Fi Services (fw02) 15.19 12.64 6.44
Calls to Wi-Fi Services (fw03) 16.88 13.49 6.80
Calls to Wi-Fi Services (fw04) 16.40 10.03 7.76
Calls to Wi-Fi Services (fw05) 15.31 12.40 7.87
Calls to Wi-Fi Services (fw06) 13.37 10.69 6.44
Calls to Wi-Fi Services (fw07) 45.54 45.54 45.54
Calls to Wi-Fi Services (fw08) 45.54 45.54 45.54
Calls to Wi-Fi Services (fw09) 15.44 9.95 9.02
Calls to Wi-Fi Services (fw10) 10.16 10.16 10.16
Calls to Wi-Fi Services (fw12) 26.70 26.09 25.96
Calls to Wi-Fi Services (fw1) 3GV 21.49 21.49 21.49
Home Phone SMS (btsms) 11.24 11.24 11.24
Notes:
27.44p per call connection charge applies to all calls.

Calls to Wi-Fi Services numbers are included in our Evening & Weekend, Anytime and Anytime Plus call plans.

Text Relay Calls: If you are hearing or speech-impaired, the Text Relay Service allows you to connect to
telephones or textphones using your own textphone. The Relay UK service itself is available at no extra charge. All
direct dialled text relay calls, made using prefixes 18001/18002 including the associated calls will not be charged .
For more information, see our Vulnerable Customer Policy. If you need a textphone or would like to find out how to
use your mobile, tablet or computer into a textphone, please visit the Relay Service website.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
21
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

15. Ongoing Offers

Refer a friend (only available to existing Customers who receive an email communication as part of our refer a
friend campaign).

Subject to the eligibility criteria below, if a customer switches to any Service using the link within the promotional
email, then both the referred friend and the referrer will receive a £50 bill credit. The referrer and referred friend
Shell Energy Broadband accounts will be credited within 90 days of the referred friend’s service being activated.

The applicable bill credit will be applied where the following eligibility criteria are met.

Referrer eligibility criteria

● In order for the referral to qualify for bill credit, the referred friend must meet the eligibility criteria (see below).
● The referrer must be over the age of 18.
● The referrer may make multiple referrals to friends and family via email using the link within the promotional
email. All qualifying referrals shall be eligible for bill credit subject to a cap of £250.00 of bill credit per
Customer within any 3 month period.
● Bulk email distribution, distribution to strangers, or other promotion of this offer in a manner that would
constitute or appear to constitute unsolicited commercial email or “spam” is expressly prohibited.
● The referrer must not have terminated their Service.
● The referrer must not be in arrears on their Shell Energy Broadband account.
● Bill credit is not transferable. The referrer may not claim bill credit that is available to a referred friend either for
themselves or on behalf of the referred friend.

Referred friend eligibility criteria

● In order to qualify for bill credit, the referred friend must be a new customer to Shell Energy Broadband and
over the age of 18.
● The referred friend must not have terminated their Service.
● The referred friend must not be in arrears on their Shell Energy Broadband account.
● Bill credit cannot be combined with other discount codes in a single order.
● The referred friend must not use the link within the promotional email to introduce its own friends and family to
Shell Energy Broadband.
● The Premises for the purposes of the referred friend’s installation must not be at a property owned or occupied
by the referrer.
● If the referred friend has received bill credit under any other Shell Energy Broadband refer a friend offer then
they are not eligible to receive a payment under this offer.

Shell Energy reserves the right to refuse the issue of any bill credit to any referred friend or referrer at any time.

Shell Energy reserves the right to withdraw and/or vary any and all elements of this offer at any time without notice.

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
22
 Broadband and Phone Service Price List
Policy Version: 1.15
Policy date: 06/11/2023

16. Legacy Packages and features we no longer sell

Package Details Monthly

Charge

Weekend Calls Inclusive weekend calls to UK landlines (01, 02, 03) and 0845/0870 numbers. £2.39

Broadband Only Essential This is a Broadband only service with no phone line included. £32.63

Broadband Only Premium This is a Broadband only service with no phone line included. £33.75

Call Feature Monthly Charge

Voicemail Extensions £3.44

Call Waiting £3.50
Call Divert Remote £5.75
Three on a Call £2.81
Call Signature £2.81
Premium Rate Call Barring £0.00
Mobile Rate Call Barring £0.00
International Rate Call Barring £0.00
Directory Enquiries Call Barring £0.00
All Outgoing Calls Barred £0.00
Administration Call Diversion £0.00
Remind Me Call £2.81
Subscriber Incoming Call Bar £0.00

The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK.
Registered in England and Wales. Company number 05070887.
23