Cancel Now Broadband: The Right Way

How to cancel Now Broadband in canada and protect your consumer rights

Why you might be cancelling Now Broadband

You could be cancelling Now Broadband for any number of reasons: you found faster speeds elsewhere, your promotional rate expired and the price jumped, the service isn't delivering the speeds you were promised, or you've simply switched to another provider. Whatever brought you here, you have consumer rights in Canada that protect you during the cancellation process-and Tocancel is here to walk you through every step.

Now Broadband is a UK-registered company selling broadband services to Canadian customers. This matters because your provincial consumer protection laws-not UK regulations-govern your rights and responsibilities. Many customers don't realize they have stronger protections under Canadian law than Now Broadband's standard cancellation guidance suggests.

The gap between UK guidance and canadian law

Now Broadband often references UK consumer protections (like the 14-day cooling-off period under UK Distance Selling Regulations) in their standard materials. Those protections do not automatically apply to Canadian customers. Your actual rights depend on which province you live in and how you purchased the service. At Tocancel, we've helped thousands of customers in this exact situation recognize their Canadian legal standing.

What you need to know before you start

You are the customer, and you have consumer protection rights. You do not need Now Broadband's permission to cancel your service within your legal rights. You simply need to follow the correct process and document your actions so that if a dispute arises, you have evidence of your cancellation request.

Your consumer rights under canadian law

Canadian consumer protection law-both federal and provincial-gives you rights when you cancel broadband services, regardless of what Now Broadband's terms say.

Cooling-off and rescission rights for distance purchases

If you bought your Now Broadband service online, by phone, or by mail, your provincial Consumer Protection Act grants you a statutory cooling-off period. This is not a favour; it is your legal right. In Ontario, you have 7 days from purchase or delivery of the contract to cancel and recover all money paid. British Columbia allows 14 days. Alberta grants 10 days. Quebec has 30 days under its own distinct civil law framework. During this cooling-off window, you can rescind (cancel) the contract even if the service is working perfectly.

Your legal position: If you are still within your cooling-off period, you have an unconditional right to cancel and receive a full refund. No early termination fees apply. Write to Now Broadband citing your provincial Consumer Protection Act and the cooling-off right, and Tocancel recommends sending your cancellation letter by recorded delivery so you have proof of delivery.

Price increase and contract changes

If Now Broadband raises your monthly rate mid-contract without your written consent, Canadian consumer law typically gives you a 30-day window to cancel without penalty. You are not locked in by an unexpected price hike. Screenshot or print the email or bill showing the price increase, then cite this right in your cancellation request. Many customers do not know they have this protection and feel forced to accept the new rate; you do not.

Service failure and speed guarantees

If Now Broadband advertised minimum download or upload speeds and consistently fails to deliver them-and cannot fix the problem after a reasonable opportunity to do so-you have the right to cancel without paying early termination fees. This right flows from basic contract law: Now Broadband cannot charge you for a service it is not providing as promised. Keep a log of speed test results (using speedtest.net or similar) if you suspect underperformance, and include those results in your cancellation letter.

Unfair contract terms

Canadian consumer law voids contract terms that are unfair, one-sided, or deceptive. If Now Broadband's early termination fees seem unreasonably high relative to the actual cost they would face, or if their cancellation process is deliberately obstructed or unclear, you may have grounds to challenge those terms. Consumer protection authorities in your province can advise you on whether a specific term is unfair under provincial law.

Cancellation methods and what works best

Now Broadband's official guidance recommends sending a cancellation letter by recorded delivery (similar to Italy's raccomandata A/R method), but you have options in Canada that are equally valid and often more convenient.

The most secure cancellation methods

You can cancel Now Broadband in three ways: by certified mail with delivery confirmation, by email to their registered customer service address with a read receipt, or by phone with written follow-up confirmation sent by email. Tocancel recommends certified mail or email with read receipt because you receive proof that Now Broadband received your request-essential if a dispute arises later.

Do not rely on verbal phone cancellations alone. Always follow up with written confirmation, even if you cancel by phone first. This creates a paper trail and protects you if Now Broadband later claims they never received a cancellation request.

Why certified mail is the safest option

Certified mail (Canada Post Signature Confirmation or similar tracked service) gives you proof of delivery and a signature confirmation. This is the method Tocancel recommends most strongly because it is difficult for Now Broadband to deny they received your letter. You will have a tracking number and delivery confirmation in your records.

Step-by-step cancellation process

Follow these steps to cancel Now Broadband securely and protect your rights throughout the process.

1. Check your customer account number and billing address
   • Log into your Now Broadband online account or find your most recent bill
   • Write down your full account number, full name, address, phone number, and email
   • Note your current billing cycle end date
2. Determine your cancellation reason and confirm your rights
   • Are you within the cooling-off period? (Check your purchase date and your province's timeline)
   • Has Now Broadband raised your price mid-contract?
   • Is the service failing to meet advertised speeds?
   • Document your reason with screenshots, emails, or speed test results
3. Compose your cancellation letter
   • Address it to Now Broadband's customer service department
   • Include your account number, full name, and address at the top
   • State clearly: "I wish to cancel my Now Broadband account effective [date]"
   • Cite your legal right (cooling-off period, price increase, service failure, or contract law)
   • Request written confirmation of cancellation and any refund due
   • Keep a copy for your records
4. Send your cancellation letter by certified mail or email with read receipt
   • If mailing: Use Canada Post Signature Confirmation or equivalent tracked service
   • If emailing: Send to Now Broadband's customer service email address and request a read receipt
   • Save your tracking number or email confirmation
5. Wait for written confirmation from Now Broadband
   • Now Broadband should respond within 5 to 10 business days
   • They will confirm the cancellation date and any refunds due
   • If you do not receive confirmation within 10 days, send a follow-up email and note the date
6. Verify service disconnection and refund receipt
   • Check that your service was disconnected on the agreed date
   • Confirm that any refund owed was processed to your original payment method
   • If refunds are missing or delayed beyond 30 days, escalate to your provincial consumer authority

What happens after cancellation and refund timelines

Once you submit your cancellation request, Now Broadband must act within a reasonable timeframe under Canadian consumer law.

Typical cancellation timeline

Your service should be disconnected within 5 to 10 business days of Now Broadband's receipt of your cancellation letter. Any refund owed (for early termination fees waived under your rights, or for pro-rated unused service) should be processed within 30 days. Most credit card companies also have their own refund processing timelines; allow an additional 3 to 5 business days for the refund to appear in your account after Now Broadband initiates it.

What you should receive

Now Broadband must provide you with written confirmation that includes the cancellation date, your final bill amount (or refund amount), and the date the service will be disconnected. If they do not provide this within 5 business days of your cancellation request, Tocancel recommends sending a follow-up email requesting confirmation and noting that you are tracking their response for consumer protection purposes.

If your refund does not arrive

If Now Broadband processes a refund but you do not see it in your bank account or credit card within 30 days, contact your bank or credit card company and ask them to trace the refund. Provide them with the confirmation email or letter from Now Broadband showing the refund was initiated. If Now Broadband refuses to issue a refund you are entitled to under Canadian law, file a complaint with your provincial consumer authority or the Canadian Radio-television and Telecommunications Commission (CRTC) if the service involved telecommunications.

Common mistakes when cancelling Now Broadband

Cancellation can feel stressful, especially if you are worried about unexpected fees or service delays. Many customers make preventable mistakes that weaken their position. Here is what to avoid.

Relying on verbal phone cancellation without written follow-up

Phone cancellations are easy but risky. Now Broadband's customer service representative might note your cancellation in their system, but if a dispute arises weeks later, you have no proof you called or what was discussed. Always follow a phone call with written confirmation sent by email or certified mail. This protects you if Now Broadband later claims they never received a cancellation request or disputes the date you cancelled.

Not citing your legal right

Many customers write "I want to cancel" without explaining why. This weakens your position if Now Broadband tries to dispute the cancellation or charge you a fee. Always cite your legal right: the cooling-off period, a price increase, service failure, or contract law. This shows Now Broadband you understand your rights and take your cancellation seriously. Tocancel customers who cite their legal right see faster, smoother cancellations because companies know they cannot refuse.

Failing to document service issues

If you are cancelling because of slow speeds or service failure, do not rely on memory or vague complaints. Run speed tests using speedtest.net, save screenshots, and include them in your cancellation letter. If you called to report an outage, note the date and time you called and what the representative said. Documentation transforms "The service was slow" into "Service delivered 10 Mbps download on [date] when 50 Mbps was promised," which Now Broadband cannot dispute.

Accepting high early termination fees without questioning them

Now Broadband may quote you an early termination fee, but that fee is only valid if you do not have a legal right to cancel without penalty. If you are within the cooling-off period, experiencing a price increase, or the service is failing, you owe nothing. Do not accept a fee simply because a customer service representative quotes one. Tocancel recommends pushing back and citing your right to cancel at no cost.

Pricing, fees, and refund eligibility

Understanding what you owe-and what you might be owed-is essential before you cancel.

Your legal position: You never owe an early termination fee if you are exercising a consumer right under Canadian law. You may owe a fee only if you are cancelling for convenience outside of your legal rights and mid-contract.

How to escalate if Now Broadband refuses to cancel

Most cancellations go smoothly, but if Now Broadband refuses to honour your cancellation request or disputes your legal right, you have escalation options.

Step-by-step escalation

First, send a follow-up email or letter reiterating your cancellation request and citing your legal right more explicitly. Reference the relevant provincial Consumer Protection Act section and the date of your original request. State that if Now Broadband does not respond within 5 business days, you will file a formal complaint with your provincial consumer authority. Most companies respond quickly when they see you are serious and informed about your rights.

If Now Broadband still refuses, file a complaint with your provincial consumer protection office. In Ontario, contact the Ministry of Government and Consumer Services. In British Columbia, contact the Office of the Superintendent of Real Estate. Each province has a dedicated consumer protection agency that investigates complaints and can pressure companies to comply with consumer law. Tocancel recommends gathering all your documentation-emails, cancellation letters, delivery confirmations, and any responses from Now Broadband-before you file.

For telecommunications-specific disputes, you can also file a complaint with the Canadian Radio-television and Telecommunications Commission (CRTC), which oversees telecom providers in Canada. The CRTC has a Complaints Resolution office that investigates disputes and can order refunds or service corrections.

When to involve a lawyer or small claims court

If the amount in dispute is small (under $2,500 in most provinces), small claims court is often faster and cheaper than hiring a lawyer. You can file a claim yourself, and the court process is designed for consumers without legal representation. If the dispute is larger or involves contract interpretation, consider a free consultation with a consumer lawyer; many offer initial consultations at no charge.

Before you cancel: checklist and comparison

Use this checklist to ensure you are ready to cancel and have not missed any steps.

How to contact Now Broadband and file your cancellation

Now Broadband's official guidance recommends sending your cancellation by recorded delivery (certified mail). Here is where to send your cancellation letter and what to include.

Cancellation address and method

Send your cancellation letter by Canada Post Signature Confirmation or equivalent certified mail service to:

Now Broadband Customer Service
Registered address for service (check your bill or Now Broadband's website for current mailing address)

Include in your letter:

• Your full name and account number
• Your current billing address
• Your phone number and email
• Clear statement: "I wish to cancel my Now Broadband account effective [date]"
• Your cancellation reason and the consumer right you are exercising (cooling-off period, price increase, service failure, etc.)
• Request for written confirmation and details of any refund due
• Your signature and the date

Save a copy of your letter and your certified mail receipt. If Now Broadband's website lists a customer service email, you may also send your cancellation by email with a read receipt; Tocancel recommends doing both (email and certified mail) for maximum documentation.

Alternative contact methods

If you prefer to cancel by phone, call Now Broadband's customer service line and ask to speak with a representative who handles cancellations. Get their name and extension, and ask them to email you a confirmation of your cancellation request. Follow up with a written cancellation letter that same day, referencing the phone call and the representative's name. This combination of phone and written confirmation is strong evidence of your cancellation request if a dispute arises.

What to do next: your path forward

Cancelling Now Broadband is straightforward once you understand your rights and follow the correct process. You are not locked into unfair terms, unexpected price increases, or failed service promises. Canadian consumer law is on your side.

Take these actions immediately:

1. Check your province's cooling-off period and your purchase date
2. Document your cancellation reason (price increase, speed test results, screenshots)
3. Draft your cancellation letter citing your legal right
4. Send it by certified mail or tracked email
5. Save all confirmations and correspondence
6. Monitor your service disconnection and refund receipt

Tocancel has helped thousands of consumers cancel broadband services across Canada by giving them clear information about their rights and step-by-step guidance through the cancellation process. Your cancellation is your right, not a favour. Execute it confidently, document every step, and you will retain full control of the outcome.

For more detailed guidance on cancelling in your specific province or for help if Now Broadband disputes your cancellation, visit Tocancel and explore our province-by-province consumer protection guides. You are not alone in this process, and Tocancel is here to empower you at every stage.