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Cancel Now Broadband: Your Step-by-Step Guide
Discover how to cancel Now Broadband easily and without penalties. Get expert guidance with a 4.8/5 rating. Start your cancellation today!
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How to cancel Now Broadband and exit without penalties
Why you might want to cancel Now Broadband
Your broadband needs change. Whether you're relocating, finding faster speeds elsewhere, or simply frustrated by rising costs, cancelling Now Broadband should be straightforward. Yet many customers struggle with unclear notice periods, equipment return confusion, or unexpected exit fees. The truth is that your consumer rights protect you at every step, and Tocancel is here to walk you through the process with confidence and clarity.
Now Broadband is Sky's flexible internet service, built around rolling monthly contracts and transparent pricing. However, the cancellation process can feel deliberately opaque, leaving you unsure whether you'll face charges, how long your notice period really is, or what happens to your router. This guide cuts through that confusion and puts your rights front and centre.
Common reasons to cancel Now Broadband
You might be leaving because your introductory rate has expired and your bill has jumped. Others discover Now Broadband isn't available at their new address when they move house. Some customers switch to faster providers offering superior speeds in their area. Others simply want to escape the administrative burden of returning equipment or negotiating with customer service. Whatever your reason, cancellation is your right, not a privilege.
What cancellation means for your account and service
Cancelling Now Broadband terminates your service agreement on your requested date and requires you to return the NOW Hub router that came with your package. Your internet access stops on that final date, and your account closes. The critical factor is giving the correct notice period, because failing to do so may trigger early termination charges ranging from £5 to £50 depending on your contract type.
Understanding your contract type and notice period
Your cancellation timeline depends entirely on whether you're in a fixed-term or rolling monthly contract.
Fixed-term contracts and early exit charges
If you're in an initial 12-month contract, you cannot cancel penalty-free until that term expires. Leaving early triggers an Early Termination Charge (ETC), calculated as your remaining monthly fees until the contract end date. For example, if you're six months into a 12-month contract at £30 monthly, you face a £180 charge.
There is one exception: the Consumer Rights Act 2015 gives you the right to cancel within 14 days of purchase without penalty, even in fixed-term contracts. This 14-day cooling-off period applies to new orders only, not to existing services. If you've recently switched to Now Broadband, check your purchase date now.
Rolling monthly contracts and the 30-day notice rule
Most customers who have been with Now Broadband for over 12 months sit on a rolling monthly contract. You are no longer locked in and can cancel with 30 days' written notice. This is where precision matters: Tocancel recommends counting 30 days from the date Now Broadband receives your cancellation request, not when you send it. If you submit your request on 1st March, your cancellation date is typically 31st March. Your service continues until that final day, and you remain charged.
Document this timeline carefully and request a written cancellation confirmation showing your final service date.
Your consumer rights when cancelling Now Broadband
The United Kingdom's consumer protection framework provides you with several enforceable rights throughout the cancellation process.
The consumer rights act 2015 and your statutory protections
Under the Consumer Rights Act 2015, you hold the right to cancel a distance contract (including online broadband purchases) within 14 days of purchase without penalty, justification, or cost. This cooling-off period is automatic-you do not need Now Broadband's permission. You simply notify them in writing that you wish to cancel.
Your legal position: if you purchased Now Broadband within the last 14 days and are not yet satisfied, you can exit without paying any early termination charge. Now Broadband must process your cancellation and refund any charges within 14 days of receiving your notice. This is non-negotiable.
Beyond the 14-day window, if you're in a rolling monthly contract, the 30-day notice requirement applies. If you're in a fixed-term contract, you may face an ETC unless you provide evidence of a material breach by Now Broadband (such as failure to deliver the promised speed or repeated service outages).
Your rights to information and transparency
Now Broadband must provide you with clear information about your contract terms, including the notice period, any charges, and the process for cancellation. If their website or customer service representatives have given you conflicting information, document this and reference it in your cancellation letter. Tocancel advises keeping screenshots and note timestamps of every conversation.
If Now Broadband refuses to honour the notice period you've given or attempts to charge you an unjustified fee, you can escalate to Ofcom, the regulator for communications services in the UK. Ofcom investigates complaints about broadband providers and can force Now Broadband to refund charges or waive penalties.
Methods to cancel Now Broadband
You have several ways to submit your cancellation request, each with different evidence trails.
Online cancellation through your account
Log into your Now Broadband account on their website or app and navigate to your account settings. Look for a "Manage your contract" or "Cancellation" option. You may be able to submit your cancellation request directly online. If the system permits, this creates an immediate digital record of your request. Take a screenshot showing the date and time of submission.
Telephone cancellation
Call Now Broadband's customer service team and clearly state that you wish to cancel your contract. Ask the representative to confirm your 30-day notice period in writing via email immediately after the call. Ensure you receive a cancellation reference number and written confirmation of your final service date. Do not rely on a verbal promise; written confirmation is your protection against disputes.
Postal cancellation
Send a registered letter to Now Broadband's cancellation address (see the address section below). Include your account number, full name, current address, and a clear statement: "I hereby request cancellation of my Now Broadband service, effective 30 days from receipt of this letter." Send the letter via Special Delivery so you receive proof of delivery. Keep your proof of postage and delivery-this is your evidence of the cancellation date.
Step-by-step cancellation process
Follow these steps to cancel Now Broadband with minimal friction and maximum protection.
- Check your contract type and remaining term
- Log into your Now Broadband account and review your contract details
- Identify whether you are in a fixed-term or rolling monthly contract
- If fixed-term, calculate any early termination charge and decide whether to pay it
- Document your findings in writing for your records
- Gather your account information
- Locate your account number (usually on your bill)
- Note your full name and registered address
- Write down your current broadband package and monthly fee
- Submit your cancellation request using your preferred method
- If online: take a screenshot with the date and time visible
- If by phone: request written confirmation by email immediately
- If by post: use Special Delivery and keep your proof of posting
- Calculate your final service date
- Count 30 days from the date Now Broadband receives your request (not sends)
- Mark this date in your calendar
- Note that you remain charged until this date and must return your router by then
- Receive written confirmation from Now Broadband
- If you do not receive a cancellation confirmation within 3 business days, chase them in writing
- The confirmation must state your final service date and any charges due
- Store this confirmation securely for dispute resolution if needed
- Prepare your NOW Hub router for return
- Back up any settings or devices paired to the router
- Perform a factory reset if instructed
- Pack the router in its original packaging (or a well-padded box) with all cables
- Obtain a returns label from Now Broadband or print one from their website
- Send the router via the provided method and keep your proof of return
Pricing and potential charges when you cancel
Understand exactly what you might owe before submitting your cancellation.
| Charge type | Amount | When you pay it |
|---|---|---|
| Early Termination Charge (fixed-term only) | Remaining monthly fees until contract end | Only if you cancel before your 12-month term expires |
| Final month's service fee | Your standard monthly rate | Always due up to your final service date |
| Router non-return charge | £50 to £150 (depends on equipment) | If you do not return the NOW Hub within 30 days of cancellation |
| Reconnection or damage charges | £20 to £100 | Only if Now Broadband finds fault with the returned router |
| Promotional rate end surcharge | Usually £0 (no charge) | You can cancel with 30 days' notice when your promo rate ends |
| Cancellation fee | £0 | Now Broadband cannot charge a fee simply to cancel |
What happens after your cancellation date
Ending your broadband service is emotional-you lose connectivity, online access, and routine. Tocancel understands this is unsettling, which is why clarity matters now.
Your internet access and service end
On your final service date, Now Broadband will cease your internet access. Your broadband stops working, and you can no longer use the NOW Hub. If you're relying on this connection for work or study, arrange alternative broadband (either a new provider or mobile hotspot) before your cancellation date becomes effective. Do not let the service end without a replacement in place.
Router return deadline and process
You must return the NOW Hub within 30 days of your cancellation date. Now Broadband will send you a returns label or instructions. Use registered post (Special Delivery) and keep your proof of return receipt. Failure to return the router within this window triggers a non-return charge of £50 to £150, even if you've already paid all other fees.
Final billing and refunds
Now Broadband will issue a final bill within 30 days of your cancellation date. This bill covers your service up to your final day. If you've overpaid (for instance, if you paid monthly in advance), Now Broadband must refund the balance within 14 days. If the bill shows an unexpected early termination charge or non-return fee you dispute, contact them immediately with evidence of your contract terms.
Common mistakes when cancelling Now Broadband
Many people inadvertently extend their cancellation timeline or create disputes by overlooking these points. Tocancel wants you to avoid them.
Miscounting the 30-day notice period
The most frequent error is counting from the date you send your cancellation request rather than the date Now Broadband receives it. This can add 2-5 days to your timeline. Always ask Now Broadband to confirm the exact date they received your request and work forward from that date. Write it down immediately.
Assuming your account closes when the service stops
Your internet access ends on your final service date, but your account formally closes only after you return the router and all outstanding charges are settled. During this window, you remain responsible for the equipment and any security deposit Now Broadband holds. Do not assume you're fully released until you receive written confirmation that your account is closed.
Not returning the router quickly enough
You have 30 days to return the NOW Hub after cancellation, but do not wait until day 29. Send it within 7 days so it arrives well before the deadline. Late returns trigger the non-return charge, which is entirely avoidable with prompt action. Use Special Delivery to track the package.
Failing to document your cancellation request
If you cancel by phone without requesting written confirmation, or if you cancel online without taking a screenshot, you have no proof of the date or time you submitted your request. Now Broadband may claim they never received it or dispute your notice period. Always document everything in writing and keep copies for at least 6 months after your account closes.
Refunds and what you're entitled to receive
You have a statutory right to a refund for any overpayment on your account or if Now Broadband fails to deliver the service you paid for.
Overpayment refunds
If you've paid for broadband in advance (for example, if you paid on the 1st of each month but your cancellation date falls on the 15th), Now Broadband must refund the unused portion. This refund should appear within 14 days of your cancellation date. If it does not, contact Now Broadband in writing with your bank statement showing the charge and your cancellation confirmation showing the refund due.
Service failure refunds
If Now Broadband has failed to deliver the promised broadband speed or has experienced repeated outages, you may be entitled to a partial refund for the period of poor service. Ofcom's consumer code allows refunds for service failures. Document every outage with dates, times, and duration. If Now Broadband refuses to offer compensation, escalate to Ofcom with your evidence.
Early termination charge disputes
If Now Broadband has charged you an ETC but you believe you were in a rolling monthly contract, dispute the charge in writing with your contract documentation. Under the Consumer Rights Act 2015, Now Broadband must have clear evidence that you agreed to a fixed-term contract; if that evidence is absent or contradictory, the charge may be refundable. Tocancel recommends asking Now Broadband to provide a copy of your signed contract before accepting any ETC.
If Now Broadband refuses to cancel or charges unjustly
Your consumer protections have teeth if Now Broadband resists.
Document and escalate in writing
If Now Broadband denies your cancellation request or disputes your notice period, respond in writing (not by phone) with copies of your cancellation request and any evidence of the date it was received. Reference the Consumer Rights Act 2015 and your contract terms. Tocancel advises sending this escalation via registered post so you have proof of delivery.
Complain to ofcom
If Now Broadband continues to refuse or overcharge, you can file a formal complaint with Ofcom, the regulator for UK communications services. Ofcom can investigate whether Now Broadband has breached consumer protection rules and can order refunds, contract termination, or compensation. You can file a complaint online at Ofcom's website or by phone. Ofcom handles complaints free of charge and typically resolves disputes within 8 weeks.
Small claims court as a last resort
If the dispute involves a small sum (typically under £3,000) and Ofcom has not resolved it, you can pursue a claim through the small claims court in your local county court. Tocancel recommends exhausting Ofcom first, but the small claims process is accessible to individuals without legal representation. Court fees start at around £25 to £35.
Checklist before and after you cancel
Use this checklist to ensure you complete every step correctly.
| Action | Deadline | Evidence to keep |
|---|---|---|
| Review your contract type and notice period | Before you cancel | Screenshot of your account showing contract end date |
| Submit your cancellation request | Anytime (but 30 days before desired exit) | Confirmation email, screenshot, or proof of posting |
| Receive written confirmation from Now Broadband | Within 3 business days | Email or letter stating your final service date |
| Return the NOW Hub router | Within 30 days of cancellation date | Proof of return via Special Delivery |
| Receive your final bill and any refund | Within 30 days of cancellation | Final bill and bank statement showing refund received |
| Receive written confirmation that your account is closed | After router return and all charges settled | Confirmation email or letter from Now Broadband |
Comparing your alternatives before you cancel
Before you exit, explore whether staying with modified terms might suit you better.
| Option | Action | Best for |
|---|---|---|
| Negotiate a lower rate with Now Broadband | Call and ask if retention offers are available after your promo period ends | You want faster speeds or a lower bill without switching providers |
| Cancel and switch to a faster provider | Submit your 30-day cancellation request and arrange a new broadband order with competitive timing | You've checked availability and found faster speeds at the same or lower cost |
| Pause your service instead of cancelling | Ask Now Broadband if they allow temporary suspension (typically 30-90 days) | You're relocating temporarily or unsure whether you'll need broadband soon |
| Accept a shorter contract instead of cancelling | Request a 12-month renewal instead of a longer term if yours is expiring | You want flexibility but are otherwise satisfied with the service |
| File a complaint about service quality | Document outages and contact Ofcom if Now Broadband will not compensate | The reason you want to leave is poor service, not cost |
| Cancel and switch to a cheaper provider | Use a comparison tool to find rates, then cancel Now Broadband with 30 days' notice | Your bill has risen and competitors offer significantly lower prices |
How tocancel helps you cancel with confidence
Cancelling a service can feel daunting, especially when companies create barriers and confusion. Tocancel has helped thousands of consumers cancel broadband, phone, gym, and streaming contracts by clearly explaining their rights and walking them through each step. We do not accept vague timelines, hidden fees, or pressure from companies. Your consumer rights are real, enforceable, and non-negotiable.
When you use Tocancel for guidance on cancelling Now Broadband, you gain a clear roadmap: understand your contract type, submit your cancellation correctly, avoid common pitfalls, and escalate to Ofcom if Now Broadband refuses to cooperate. Tocancel removes the guesswork and gives you the confidence to act.
Your next step is simple: gather your account details, determine whether you're in a rolling monthly contract or a fixed-term agreement, and submit your cancellation request using one of the methods above. Tocancel recommends doing this today if you've decided to leave. The sooner you notify Now Broadband, the sooner you can disconnect and switch to a provider that better meets your needs. You have consumer law on your side, and Tocancel is here to ensure you use it.
Contact details and cancellation address
Send your cancellation request to this address via Special Delivery.
Now Broadband Cancellation Address:
Now Broadband
Customer Service Team
Cancellations
PO Box 111
Peterborough
PE2 6BB
United Kingdom
Include your account number, full name, registered address, and a clear statement requesting cancellation with 30 days' notice. Keep your proof of posting. If you prefer to cancel online or by phone, visit the Now Broadband website or call their customer service team directly. Whichever method you choose, request written confirmation of your final service date within 3 business days. Tocancel wishes you a smooth cancellation and a successful switch to better broadband.