Shell broadband charging for non-return of router
Discussion
Contract question! I was with post office for yonks who were purchased by shell in I think 2021. They kept us on the post office terms and conditions.
I changed provider to new broadband provider (nowtv) in December 22 and have now unexpectedly been charged £35 by shell via my original direct debit (I only found out from my bank statement). My questions:
In the post office contract it states
So in view of the above is the £35 charge legal?
Finally, even it was, they’ve charged me £35. But the price list states the charge for not returning the router is £51.06. Since that charge that relates to my situation, can they just arbitrarily charge me a different fee (£35) which is for a replacement router (in other words this is if you are still a customer and require a replacement for any reason). I know it’s nonsensical because it’s cheaper, but nevertheless it’s a contract how can they just charge a different fee.
I changed provider to new broadband provider (nowtv) in December 22 and have now unexpectedly been charged £35 by shell via my original direct debit (I only found out from my bank statement). My questions:
In the post office contract it states
contract said:
7. Connection and Equipment
7.8. If you or we cancel your Broadband Service, we may ask you to return the Equipment to us in good working order. If you don’t return it or any part of it within 30 days of the Agreement ending, then we may charge you a fee for the unreturned Equipment, as shown in the Price Lists.
7.8. If you or we cancel your Broadband Service, we may ask you to return the Equipment to us in good working order. If you don’t return it or any part of it within 30 days of the Agreement ending, then we may charge you a fee for the unreturned Equipment, as shown in the Price Lists.
contract said:
7.12. Returns procedure
7.12.1. If you need to return any Equipment you must follow the instructions we give you and use the pre-paid packaging that we will send you. If you are in any doubt about what to do, you should contact
In the price list it states the following:7.12.1. If you need to return any Equipment you must follow the instructions we give you and use the pre-paid packaging that we will send you. If you are in any doubt about what to do, you should contact
price list said:
Other One Off Charges
Broadband wireless router not returned or returned damaged
£51.06
and
Replacement broadband router
£35.00
(My bold). My questions: I did not receive any communication from shell when I changed provider - no letters requesting the router and no emails either. Since it states they may contact me, and they didn’t, is any charge allowable? It then goes on to say that if I need to return equipment (if it was requested) they will contact me (they didn’t) and send me pre-paid packaging provided (they didn’t).Broadband wireless router not returned or returned damaged
£51.06
and
Replacement broadband router
£35.00
So in view of the above is the £35 charge legal?
Finally, even it was, they’ve charged me £35. But the price list states the charge for not returning the router is £51.06. Since that charge that relates to my situation, can they just arbitrarily charge me a different fee (£35) which is for a replacement router (in other words this is if you are still a customer and require a replacement for any reason). I know it’s nonsensical because it’s cheaper, but nevertheless it’s a contract how can they just charge a different fee.
OutInTheShed said:
If you can't get hold of them, I would suggest talking to your bank about the direct debit guarantee.
This. Under the guarantee, you are supposed to be given 14 days notice of any charges they will take from your account. If they've not sent this to you they are in breach and your bank will refund you and claim it back from them.Oh, and cancel the direct debit mandate so they can't take any more money off you.
CoolHands said:
I still have it! Willing to send back. Will try and communicate to them but could be hard as they’re pretty useless.
Just send it back! You will have been given information when the contract was taken out (beyond what was in the terms and conditions) saying you might need to return the router. I know this as we used to have Shell broadband. If you return the router, you’ll get your money back.Inspire said:
Just send it back! You will have been given information when the contract was taken out (beyond what was in the terms and conditions) saying you might need to return the router. I know this as we used to have Shell broadband. If you return the router, you’ll get your money back.
Then the op will bear the cost and not be doing what is asked of him in the contract. Doesn't seem to be the best approach to me BT made the same request of me when I cancelled (and went to a 4G service that is about 6 times faster than Superslow Copper, which is ,my name for Superfast Fibre when it is down a mile of overhead copper wire).
But they backed up the request by sending a prepaid box to post it back to them, and a dire warning of consequences if i didn't.
But they backed up the request by sending a prepaid box to post it back to them, and a dire warning of consequences if i didn't.
E-bmw said:
Easternlight said:
Have you tried talking to them?
Nah, he will get much better results from random people on t'interwebz.I'm not convinced that seems like a good plan.
Cold said:
You mean he should contact the company that have already made a spurious financial charge, ignored their own procedures and given incorrect information to him and to trust their response without question before he asks for independent advice from a knowledgeable forum?
I'm not convinced that seems like a good plan.
How is it spurious from their point of view? The contract says a return is/may be needed, it was not returned.I'm not convinced that seems like a good plan.
Cold said:
MustangGT said:
How is it spurious from their point of view? The contract says a return is/may be needed, it was not returned.
It's like you've dived straight in without reading anything. That sort of confidence has to be admired. 
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