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Cancelling broadband contracts: how to cancel early and cancel for free

If you’ve reached the end of your tether with a home broadband provider, or you’re looking to get a better deal, upgrade your speed, or are moving home, you may be considering ending the contract early and finding a new broadband service.

Before you do this, though take note of the cost. If you've not yet reached the end of a minimum term contract, it will usually involve an early termination fee, and if you’re not far into a lengthy agreement that could be a fairly significant amount.

But what’s involved in ending a broadband contract, what could it cost you, and is there a way to cancel early without paying anything for the privilege? This guide will show you how it may be possible to cancel an internet contract for free and how to go about it.

How can I cancel my broadband for free?

There are times where you can end a broadband deal and face little to no cost, so if your situation falls into any of the scenarios below you might be free to switch without giving your bank balance a walloping.

If you’re out of contract

If you’re outside the minimum term of your current broadband service, then you’re free to leave whenever you like without penalties.

Many of us let our broadband services run on past the initial term and never question it, so if it’s been a while since you switched you should get in touch with your broadband provider and ask them how many months - if any - are left on your current deal. If you are out of the contract, you can start searching for a new broadband deal without worrying about the cost of cancelling. However, it’s worth negotiating with your current provider to see what they can offer, too. 

There is a caveat to this: some ISPs charge a disconnection fee regardless of your contract status. This isn’t well advertised so you’ll need to check with customer services or dig into the terms and conditions to determine if your provider has such a policy. This is also the kind of thing you can find mentioned in our broadband provider reviews.

If you’re in your cooling-off period

There is a minimum 14-day cooling-off period which begins the day after you register for the service, during which you may cancel for free for any reason. And while 14 days is the legally required minimum, some providers offer a longer cooling-off period.

You should notify the provider in writing as soon as possible if you’d like to take advantage of this right, and we would recommend keeping a record of all communications in case of problems.

Note that if your broadband service has begun before this cooling-off period has ended, you will be liable for the cost of providing the service during that time.

If your broadband is slower than expected

A slow broadband connection may be grounds for cancelling. 

One route is the Ofcom broadband speed code of practice. If your ISP has signed up to the Ofcom code of practice for broadband speeds they have agreed to deliver a particular speed, and end contracts without a fee if they cannot supply it.

To use this to end a contract early without charge, you will need to follow their tech support procedures first so they can attempt to fix it. The speed must also be significantly lower than the rate you were advised when joining; all providers should supply an accurate estimate when you sign up.

If the provider agrees there is an issue and cannot fix it, you can cancel without charge. The provider may offer alternatives such as switching you to a cheaper package, but you are not obligated to accept this.

The code of practice is voluntary. At present, the residential broadband providers who have agreed to it are:

  • BT
  • EE
  • Plusnet
  • Sky
  • TalkTalk
  • Virgin Media

You’ve got a complaint

Complaints may lead to the provider releasing you from the contract early, but it is at their discretion.

You may be particularly upset with the provider and feel that you are justified in cancelling, but you should never end service before the contract expiry date unless the ISP has agreed to do so without a penalty.

It isn't unknown for providers to waive a cancellation fee for unhappy customers. However, this will require a formal complaint. If you jump straight into cancelling you’re going to be faced with a bill for the remaining months.

If ending the contract early is the goal you can state this when making a complaint, but make sure to follow the correct procedure and don’t assume you’ll get a specific outcome until the provider confirms it.

  • How to complain about broadband

    Complaining about a broadband service is straightforward, but it’s not always a quick process and it may not result in the outcome you want (but that shouldn’t stop you from trying).

    The first step is always to contact the provider with details of the issue, and what you would like them to do. You can do this over the phone, though in writing may be best as you’ll have a written record of your correspondence.

    Once the ISP is aware they may quickly offer you some kind of compensation (such as a bill credit), or perhaps simply explain their position. You can accept this or request that your complaint is escalated. This back and forth can continue until you receive, or request, a “deadlock letter”. This document shows that both sides have been unable to agree on a mutually satisfying outcome.

    Once you’ve got a deadlock letter, or the provider has not contacted you eight weeks since your last communication, you have a right to take the complaint to an Alternative Dispute Resolution (ADR) scheme. All providers will use either CISAS or Ombudsman Service: Communications; check Ofcom’s list of ADR schemes to see which you need. 

    For a more detailed explanation about complaints see our dedicated guide to complaining about broadband.

If your broadband provider raises its prices

If a provider raises prices and you have a fixed contract taken out after 23rd January 2014, you have a right to cancel mid-contract. The provider must notify you of the price increase 30 days in advance, giving you 30 days to cancel.

This can be used for any broadband provider, and they do not need to have signed up to any voluntary codes. 

But there is one big catch: inflation-linked price rises can be written into the terms and conditions, which negates your right to cancel since you already agreed they could raise prices in line with inflation. Your right to cancel remains if the price increase is higher than that stated in the terms and conditions.

If you’re moving home and you can’t get broadband

You may be able to leave for free if you move to a new area and your current provider is unable to supply a connection. However, each ISP has its own approach to this situation; some will still charge even if they aren’t available in your new home. It also won’t count if they can provide a slower service; you’ll either have to accept the slower speeds or cancel and pay any necessary fees for doing so.

What if I want to cancel for other reasons?

If none of the scenarios above fit your situation, you're not out of options. You always have a right to cancel, but it might involve payment. If you feel you have a right to leave without penalty, then you should contact the provider and, if necessary, pursue it as a complaint.

Will it cost money to cancel my broadband contract early?

Assuming you don’t qualify for one of the situations above, cancelling a broadband contract early will always cost something.

At a minimum, this is going to be a fee for each remaining month on your contract (with partial months charged pro-rata). Each provider has its own rate; often this is a reduced fee, though sometimes it will be the full monthly charge.

As an example, this is the cost of ending a TalkTalk broadband contract before the minimum term is up:

  • TalkTalk Fast Broadband: £10.80 per remaining month.
  • TalkTalk Faster Fibre: £10.20 per remaining month.
  • TalkTalk Ultrafast: £19.20 per remaining month.

But in addition to a per-month charge, there are often other costs, such as: 

  • A charge for the Wi-Fi router or other equipment.
  • A charge for any discounts you received as part of the deal.
  • A standard disconnection fee.

The provider’s terms and conditions should explain everything, though it may be easier to call customer services and ask them to tell you exactly what it would cost to end your contract now, including any one-off fees.

How to reduce the cost of cancelling broadband early

If you’re within a few months of the contract ending the early termination fee may be minimal, and justifiable if you have to leave right now. But if you’ve got any significant amount of time remaining the costs can quickly add up and you could face a three-figure amount in the final bill. 

However, there are some options for reducing an early cancellation charge, such as:

Exit fee bonus from your new provider

Some providers - notably BT, EE, Sky, Virgin Media, and Vodafone - will give you credit for the cost of cancelling your existing service if you're charged when you switch to them.

But before you jump at this offer, take note of the following:

  • You still have to pay the cancellation fee. Providers don’t pay off your existing ISP directly. You must still pay any charges and then claim a credit from your new provider. And it may arrive in the form of a bill credit spread over several months.
  • You might miss out on special offers. Accepting an exit fee bonus credit might mean you can’t take advantage of free gifts or other offers. Weigh up the value of both and see which will be worth the most.
  • Not every provider pays the same amount, and it may not cover the total cost. For example, EE offers a credit of £50, which is not going to make up for the exit fee in many cases. However, BT will compensate you for charges of up to £300.
  • You’ll need to remember to send proof. The new provider isn’t going to pony up the cash without proof, so you have to remember to send them a copy of your final bill to prove you were charged.

Referrals

Some providers have referral schemes that give you a reward when a friend signs up. For example, Virgin Media will give £50 to both you and a buddy when they join up. Because of the way referrals work, this is not always going to help offset an early termination fee, but it could be handy if you’re in a situation where you can take advantage of it. 

Deals, rewards, and free gifts

There are always loads of broadband deals with special offers such as reward vouchers, pre-paid credit cards, and free gifts. The value of these extras can be high enough to exceed an early cancellation fee, or at least go some way to offset it. 

To find out what kind of special offers are available right now check out our broadband rewards, which often includes exclusive deals you'll only find on Broadband Genie.

How to cancel your broadband provider

In addition to all the information on this page, we've also got guides on how exactly to cancel specific providers:

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