What to do before you cancel NOW Broadband
The cancellation process is very straightforward and is now easier than ever. That’s especially true if you’re moving to another provider that uses the BT Openreach network like NOW Broadband does. Before you cancel though you might want to check your contract and find a new broadband deal.
Check your contract
NOW Broadband contracts mostly run for 12 months before switching to a rolling monthly contract. Unless you already know whether you are out of that fixed-term period, you should check your contract. If you’re in contract you may be liable for early cancellation fees. If you’re out of that fixed period, you can cancel for free.
Find a new broadband deal
Most broadband providers now like to keep hold of customers so may try to induce you to stay with a special discount. Knowing the market before they offer such a discount will give you the information you need to assess whether the discount is worth staying for or not. And unless you’re cancelling because broadband is no longer needed then you’ll want a deal in place so you can easily switch.
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How to cancel NOW Broadband
If you’re out of contract: cancelling NOW Broadband for free
If you’re moving to another provider which uses BT Openreach (which is every major ISP except Virgin Media) everything is done for you. It’s a similar process to switching gas or electricity - the providers handle the work so you may not ever need to speak to NOW.
If you’re not taking on a new broadband contract, are moving home, or not using a BT Openreach provider, you can call or email NOW to end the service. You will need your account number handy.
Call them at 03303 323 050, or email them at [email protected]m. You can also log into your NOW Broadband account and request cancellation from there. For more contact information, please see our NOW Broadband customer service contact page.
Cancelling NOW Broadband if you’re still in contract
The process is the same if you’re within your fixed period, but you may have early termination charges to contend with. These are standard across the industry, and the amount will depend on how long is left to run on your deal.
NOW Broadband cancellation fees
NOW Broadband calls them early termination charges and they may be levied on any customer leaving before their 12 months are up (not including the cooling-off period). There is no set fee, much depends on what product you have, how long you have left to go and any extenuating circumstances.
The table shows the per-month cancellation fee. You can find more information on the NOW help page.
|NOW Broadband package||Charge per month|
Prices last checked 01/20, but you should always confirm costs with your provider.
Frequently Asked Questions about cancelling NOW
What is NOW Broadband’s notification period?
Allow 30 days to cancel, unless you're switching to another Openreach provider in which case you'll usually be transferred within about 14 days.
Do I need to return my NOW Wi-Fi router?
You will need to return your router and it’s up to you do to that. You can find all the details on the relevant help page, but it involves packaging the router, printing a postage label and dropping it at your nearest Post Office. You are not charged postage.
Can I keep my phone number?
You can keep your phone number if you leave NOW Broadband. You must notify the new provider when signing up to ensure it is transferred.
Can I cancel for free if my NOW broadband is too slow?
You do not have a right to cancel for free due to broadband speed. Providers which have signed up voluntary broadband speed code of practice do offer such a right, but at present NOW Broadband is not included. If you are unhappy with the speed you should raise the issue with NOW. It is possible they may release you from the contract without penalty because of this, but you will likely have to pursue it as a complaint.