In reply to a post by Highland76:

If it ain’t broke...

There's your answer. And that's before the Covid problems facing all ISPs.

In reply to a post by Banger:

Awful CS. There is a group on facebook with Shell worst customer service as it's title. They like to hold onto your money even when it is not theirs.

Is there any company that doesn't have a facebook group saying how bad it is?

If you have a good reliable connection why move? Your going to be using the internet anyway so why worry about a 24 month contract.

To the best of my knowledge that are breaking the law contacting you with an offer after you started a switch., other that a sorry to see you go message.

In reply to a post by professor973:

To the best of my knowledge that are breaking the law contacting you with an offer after you started a switch., other that a sorry to see you go message.

What "law" would that be? Its totally normal for broadband and other utility companies to give out a last ditch offer to someone after they have started a switch to move away from them - provided they get in touch within the 14 days cooling off window so that the customer can cancel the switch without penalty should they decide to take up the offer. Ditto for energy suppliers. Ditto for mobile operators.

24.18 Where the Losing Communications Provider communicates with the Customer in
order to comply with this General Condition, it must not make any marketing
statements or representations in the communication which may induce the Customer
to terminate their contract with the Gaining Communications Provider and/or remain
in a contract with the Losing Communications Provider.

I'm really interested to know which law might be contravened by this, as TalkTalk, my current supplier, acted in exactly the same way 18 months ago. My contract was near its end; I phoned them for a deal but they refused to match or undercut others I told them about; I began the switch to another supplier; they wrote a letter (not a email) offering me a better deal if I phoned them.

I'm about to repeat that, as I think two years at £20 with TalkTalk is better than a year with the complicated deal that Shell offers.

In reply to a post by j0hn83:

24.18 Where the Losing Communications Provider communicates with the Customer in
order to comply with this General Condition, it must not make any marketing
statements or representations in the communication which may induce the Customer
to terminate their contract with the Gaining Communications Provider and/or remain
in a contract with the Losing Communications Provider.

That is probably referring to general marketng content (ie not a customer specific offer) and/or getting in touch with the customer outside the 14 days cooling off period. Also TalkTalk aren't unique in doing this: i remember Post Office and yay.com both offering me very tempting deals to stay with them almost immediately after starting a phone service switch. I'm pretty sure OFCOM would have clamped down on this if it was deemed as nefarious or illegal.

In reply to a post by Airlane:

I'm really interested to know which law might be contravened by this, as TalkTalk, my current supplier, acted in exactly the same way 18 months ago. My contract was near its end; I phoned them for a deal but they refused to match or undercut others I told them about; I began the switch to another supplier; they wrote a letter (not a email) offering me a better deal if I phoned them.

I'm about to repeat that, as I think two years at £20 with TalkTalk is better than a year with the complicated deal that Shell offers.

Yep, better the devil you know and all that.

There was a change I recall that an offer was allowed at the time of the sorry you are leaving notification for broadband