How To Cancel NOW Broadband: Exit Fees & How To Leave

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:

• I’m changing to another broadband provider
  You can use the broadband switching process if you’re changing to another provider that uses the Openreach network.
• I’m moving to a different address
  You can use NOW’s home move process to take your NOW Broadband service to another address.
• I’m cancelling NOW Broadband for another reason
  You’ll need to use NOW’s standard cancellation process which involves giving them a call.

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:

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:

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, it might also be possible if NOW were to increase your charges by more than the amount stated when you signed up for your plan.

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.