How you cancel your NOW Broadband service depends on whether you're moving to another provider. Find out about the cancellation process and about any exit fees that might apply.

If you’d like to cancel your NOW Broadband service, there are several ways to do this. It depends on whether you’re changing to a different broadband provider, whether you’re moving to another address or whether you’re cancelling for an entirely different reason (e.g. because you’re getting poor download speeds from NOW).

In this article, we’ll explain how you can cancel your NOW Broadband service and any exit fees that might apply when you end your NOW service. We’ll also look at some alternatives to cancelling such as improving your wi-fi network coverage and speeds or adding an extra line from a different provider.

How To Cancel Your NOW Broadband Service

The way you cancel your NOW Broadband service depends on which of the following situations you’re in:

If you have any Now TV passes, you can cancel these online separately from your Now Broadband service.

Changing Broadband Provider

If you’re changing to another broadband provider, it will sometimes be possible to switch without contacting NOW. You can do this if your new broadband provider also uses the Openreach network to deliver broadband into your home.

If you’re moving to Virgin Media, Three Broadband or a full fibre broadband service that uses its own network, you’ll need to contact NOW to end your broadband service. Alternatively, you can keep NOW Broadband running alongside your new broadband provider to avoid paying an early exit fee to them for cancelling your service.

The following table shows whether you can use the broadband switching process that doesn't involve speaking to NOW:

Your new ISPCan you switch without speaking to NOW?
Moving from NOW to BT Broadband Simply order your new plan from the BT website
Moving from NOW to Community Fibre You’ll need to contact NOW to end your old broadband plan
(or keep NOW running alongside Community Fibre as an additional service)
Moving from NOW to EE Broadband Simply order your new plan from the EE website
Moving from NOW to Hyperoptic You’ll need to contact NOW to end your old broadband plan
(or keep NOW running alongside Hyperoptic as an additional service)
Moving from NOW to Plusnet Simply order your new plan from the Plusnet website
Moving from NOW to Post Office Broadband Simply order your new plan from the Post Office website
Moving from NOW to Shell Energy Broadband Simply order your new plan from the Shell Energy website
Moving from NOW to Sky Broadband Simply order your new plan from the Sky website
Moving from NOW to SSE Broadband Simply order your new plan from the SSE website
Moving from NOW to TalkTalk Simply order your new plan from the TalkTalk website
Moving from NOW to TalkTalk UFO You’ll need to contact NOW to end your old broadband plan
(or keep NOW running alongside TalkTalk UFO as an additional service)
Moving from NOW to Three Broadband You’ll need to contact NOW to end your old broadband plan
(or keep NOW running alongside Three as an additional service)
Moving from NOW to Virgin Media You’ll need to contact NOW to end your old broadband plan
(or keep NOW running alongside Virgin Media as an additional service)
Moving from NOW to Vodafone Superfast Simply order your new plan from the Vodafone Superfast website
Moving from NOW to Vodafone Gigafast You’ll need to contact NOW to end your old broadband plan
(or keep NOW running alongside Vodafone Gigafast as an additional service)

If you have any Now TV passes, you can cancel these online separately from your Now Broadband service.

Moving Home

If you’re moving home, it might be possible to transfer your broadband package through NOW’s home move service. They’ll set up a broadband service for you at your new address and your existing contract will be moved over. If your new home is within the same telephone exchange area, it may also be possible to keep your landline phone number.

Please note that the services and download speeds available at your new address may be different to those at your current address. You should be told about this before you transfer your service over.

Other Reasons

If you’re cancelling your broadband service for any other reason, you’ll need to contact NOW to cancel your service. You’ll need to pay an early termination charge if you’re still within the minimum term of your contract with NOW.

Early Exit Fees on NOW

On Now Broadband, you’ll need to pay an early termination charge (ETC) if you cancel your service during the minimum 12-month term (unless you’re on the No Contact broadband option).

The early termination charge is based on the plan you’re on and the number of months remaining on your Now Broadband contract:

Now Broadband Plan Early Termination Charge
Brilliant Broadband £10.32 per remaining month
Fab Fibre £10.33 per remaining month
Super Fibre £11.81 per remaining month

This is pro-rated based on the number of days remaining on your contract with the final early termination charge rounded up to the nearest 25p. To give an example, a customer with three months remaining on Brilliant Broadband would be charged £31 (£10.32 x 3 months = £30.96, which is then rounded up to give £31).

In some cases, it might be possible to cancel your NOW Broadband service without paying an early cancellation fee. You can do this if the speed of your broadband connection is slower than the minimum guaranteed download speed you were quoted when you signed up to the service. Alternatively, this would also be possible if NOW were to increase your charges by more than the rate of inflation.

Alternatives

There are several alternatives to cancelling your NOW Broadband service:

  • If you’re suffering from poor download speeds, this might be due to your wi-fi network instead of the broadband connection itself. It’s worth making sure before you cancel your broadband service – simply attach a wired device like a laptop to your NOW Broadband hub using an Ethernet cable. You can improve your home wi-fi network performance with a wi-fi repeater or mesh networking solution such as BT Whole Home Wi-Fi or Google Wi-Fi.
  • If you’d like an additional broadband line, you can also sign up to Virgin Media or Three Broadband without cancelling your current NOW Broadband service. This will allow you to benefit from having an additional broadband service without the need to cancel your NOW Broadband service. You can also avoid paying an early termination fee to NOW.
  • If you’re moving home, it might be possible to take your NOW Broadband connection with you. See NOW's home mover web page for more information.

More Information

For more information, see our guide on how to cancel your broadband service. Alternatively, see the official NOW website for more information on how to cancel your NOW Broadband service.

Your Comments 5 so far

We'd love to hear your thoughts and any questions you may have. So far, we've received 5 comments from readers. You can add your own comment here.

  • Lawrence Brennand said:

    My talk talk contract ends mid November for broadband and unlimited calls package. If I take extended holiday from January for four months could I suspend charges, or another way to not pay whilst away

    • Hi Lawrence,
      Thanks for your comment. As far as I know, it isn’t possible to ‘pause’ your broadband service with TalkTalk, or anything along those lines. This means you’ll unfortunately need to cancel your service and then resume once you’re back from holiday as a new customer.
      Ken

  • My Sky broadband contract ends on the 27th Sept 2020 and a new provider has offered me a change over date of the 2nd of September. Will I have to pay early terminations fees? I can’t find anything on the Sky website which explains how close to the end of your contract you can get without being charged. Am I switching too early or am I Ok to switch today 18th Aug 2020?

    • Hi Paul,
      Thanks for your comment. You can cancel your Sky Broadband plan at any time, but you’ll be charged an early termination fee for the period between your cancellation and the 27th September. For instance, if you were to change over the 2nd September, you’d pay a pro-rated termination fee covering 25 days of usage. I’m not sure what plan you’re on but assuming it’s Superfast, this will be somewhere in the region of £10.34.
      Ken

  • Couple of things to take note, ISP’s like TalkTalk are now charging for use of their email if leaving, and the charges are not cheap, although OfCom have made comments about fair charges nothing has happened, so it makes more sense than ever to use Google’s GMail or MS’s Live, or a email client with reasonable charges.
    Also AFAIK if moving to BT they will pay more than EE to pay off early termination charges.

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