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How to cancel Sky broadband

What you need to know about cancelling Sky broadband

Ending your relationship with a broadband provider can seem a little daunting at times, however the cancellation process isn't complicated. This guide will tell you everything you need to know about cancelling Sky broadband, and the fees that you might need to be prepared for.

What to do before you cancel Sky broadband

Check your contract

You should start by making sure you know whether you're still tied into a contract or not. When you sign up for Sky Broadband, you'll now usually agree to a 24-month contract. But until recently, contracts were a shorter 18-months. If you attempt to end your broadband subscription before your term ends, you'll be charged an early termination fee.

If you're unsure about how much time is left on your deal, call Sky customer services. You can ask how much it might cost to cancel early at the same time. You could also sign into your Sky account and see if you can find an answer to your question online.

Find a new broadband deal

Before you cancel your Sky broadband, make sure you've found a new provider to switch to. If you cancel without switching, you could be left without broadband for weeks.

You can switch right now to one of these great offers:

Dynamic deal panel

Not sure what you want, or what's available in your area? Use the Broadband Genie deals checker to view coverage in your location:

Broadband Genie deals checker

How to cancel Sky broadband

If you’re out of contract: cancelling Sky for free

If your Sky broadband deal has reached the end of its minimum term, you’re free to cancel and switch without penalty.

There’s also a cooling-off period that new Sky customers can use to leave for free if things aren't working out. If you decide to get a contract with Sky and change your mind within 31 days, you can request for your broadband to be cancelled without giving any reason. This won't cost you anything. If you cancel during your cooling-off period, you’ll have any fees refunded. You won't get payments back for any one-off fees you provide after the service is activated.

You can also exercise any 'right to leave' that you've been given from Sky. For instance, if Sky hasn't given you the service that you agreed to when you signed up with them, you may be able to leave your contract early without a fee.

To cancel your broadband contract over the phone, call Sky's cancellation number a 0333 759 1124

To cancel over email: [email protected].

You can also write to Sky at:
Sky Subscriber Services Ltd, 
PO Box 43, 
EH54 7DD

Make sure to include your full name, and home telephone number, as well as any account details you have. You'll only get a response to the billing address that's registered with Sky, so keep that in mind. Sky won't be able to cancel your services until they've confirmed that you're a registered account holder. This means Sky will need to call you to confirm and begin the cancellation process.

Sky also offers email and live chat functions for people who want to get in touch. For full contact information for Sky, please see our Sky Broadband customer service and complaints page.

If you order a managed installation for your new service, then you can provide Sky with the date that you're getting your new broadband installed, it can then cancel your other service as close to that time as possible.

Cancelling Sky if you’re still in contract

The process of cancelling Sky inside the contract period is just about the same. The only difference is that you may have to pay an early termination charge. Sky will contact you to let you know how much your fees will cost.

Whether you're cancelling during a contract, or after your contract has ended with Sky, you'll need to give the company 14 days' notice.

Cancelling Sky if you’re moving home

If you cancel your Sky broadband before your contract term is over, you might be charged an early termination fee.

You'll need to give two weeks' notice to move your broadband product to a new property. 

For more help, read our guide to moving home with Sky Broadband.

  • What is Openreach?

    Openreach is the company that maintains the former British Telecom Network used for the majority of broadband and phone services. If a repair or installation is required, it’s Openreach who will send an engineer, not your provider.

    More than 650 service providers using the Openreach network. That’s the majority of the UK’s broadband providers. This includes Sky, TalkTalk and BT. The exception to this is Virgin Media - it uses its own, separate cable network.

Sky broadband early cancellation fees

You can find out how much you'll be charged for leaving a contract before the minimum term in Sky's early cancellation charges guide. There are currently two different charges, depending on whether you signed up before, or after 31st March 2023.

Frequently asked questions about cancelling Sky

  • What’s Sky broadband's notification period?

    Sky requests that all customers get in contact at least 14 days before the cancellation needs to take place. 

  • Do I need to return my Sky Wi-Fi router or Sky TV box?

    You'll be told if you need to return your Sky kit. You have 60 days to return devices, or you'll be charged. We have more information on this in our guide: 'how to recycle a Wi-Fi router'.

  • Can I keep my phone number?

    You should be able to transfer your number to the new provider that you switch to when you find a new deal for your broadband. Speak to Sky or your new provider about this.

  • Can I cancel for free if my Sky broadband is too slow?

    Sky has agreed to the Ofcom broadband speed code of practice. That means you can be released from the contract without penalty if you're not getting the speeds Sky quoted when you signed up.

    First of all, though, you must speak to Sky technical support to see if the problem can be fixed. You'll only be able to leave without charge if the issue can't be resolved.

  • Can I keep my Yahoo Mail when I leave Sky Broadband?

    You'll continue to be able to access your Sky Yahoo Mail when you switch broadband providers. For more information, read our guide: "Can I keep my email address if I change broadband provider?"

  • Who do I speak to if I need to close a broadband account due to death?

    Sky has a dedicated bereavement team who you can speak to by calling 0333 2020 912. For more help with this, visit our guide: 'getting in touch with broadband bereavement teams'.

Expert Summary

If you’ve decided to cancel your Sky Broadband contract, double-check your contract end date. You can do this through your online account, or call Sky's customer service team. If you’re still in contract, we recommend that you wait until the contract is over to avoid any early termination fees.

That said, it should be quick and easy to change providers. Use our deals checker to find out what deals are available to you. In many cases, your new provider will help you with a smooth transfer and do most of the admin for you.

Meet the author:

Online Editor

Broadband Genie's Editor, Emma Davenport, has been contributing to the site since 2007. She has 20 years of experience writing articles, guides and tutorials on consumer technology for magazines and online.

Specialist subject: Broadband advice for vulnerable people

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