Cancel Now Internet: Step-by-Step Guide

How to cancel Now Internet and understand your rights in the UK

Why you might cancel Now Internet and what you need to know first

Now Internet is a major UK broadband provider serving hundreds of thousands of customers across the country. You might be considering cancellation because your contract is ending, you have found faster speeds elsewhere, or you are frustrated with service reliability and customer support. Whatever your reason, you have legal protections under UK consumer law, and understanding them before you act puts you in control of the process.

Now Internet operates under the Consumer Rights Act 2015 and Ofcom regulations. This means the company must follow strict rules when you cancel, provide transparent information about your contract, and cannot charge unfair exit fees. Your consumer rights are your strongest negotiating tool, and Tocancel is here to walk you through exactly how to use them.

What Now Internet provides and typical pricing

Now Internet delivers broadband via fibre-optic and copper networks, depending on your postcode. Packages range from basic broadband to ultrafast fibre connections, each with different speeds and contract terms. The table below shows typical offerings and costs as of 2026.

Beyond your monthly fee, early termination charges are the biggest cost to watch. These fees apply if you cancel before your contract end date, and they can range from £30 to over £100 depending on how much time remains on your agreement. Knowing your exact contract end date is essential before you initiate cancellation.

When cancellation makes sense for your situation

You should seriously consider cancelling if your minimum contract term is ending naturally, if you are experiencing repeated service faults that Now Internet refuses to resolve, or if you have found better value elsewhere. Cancelling during your lock-in period normally triggers early termination fees, so timing your exit correctly can save you substantial money.

If service quality is poor, always contact Now Internet's customer service first. Request an improvement, a speed guarantee, or a price reduction. Many providers will negotiate rather than lose a customer. If they refuse and you have documented proof that the service consistently fails to meet the speeds they promised, you may have legal grounds to cancel without paying any early termination fee. This is a crucial consumer right that Tocancel helps customers assert every day.

Your consumer rights when cancelling Now Internet

UK consumer law gives you powerful protections throughout your contract and during cancellation.

What the consumer rights act 2015 guarantees you

Now Internet must provide the services described in your contract. This means if they advertise 36 Mbps superfast fibre, they must consistently deliver speeds close to that figure. If your connection repeatedly falls below 50% of the advertised speed, you have legal grounds to cancel without paying early termination fees under Ofcom's General Conditions of Entitlement.

The company must also give you transparent information: your contract end date, any price rises coming within 30 days, your exact early termination fee, and your cancellation rights. If Now Internet has withheld or misrepresented this information, your cancellation claim becomes stronger. Your legal position is clear: the provider must uphold its side of the bargain, and you can walk away if it fails to do so.

Early termination fees and how to challenge them

Now Internet can charge early termination fees, but these must reflect the company's genuine costs, not punish you for leaving. Ofcom says these fees should be "cost-oriented." In practice, this means an exit charge of £50-£100 is common, but anything significantly higher may be challengeable, especially if Now Internet has failed to provide good service.

If you believe the fee is unfair or the company cannot justify it, you can dispute it in writing. Cite the Consumer Rights Act 2015 and demand a written explanation of how they calculated the charge. If they cannot justify it, you can refuse to pay and escalate to Ofcom (the industry regulator) or the Citizens Advice Consumer Service if the dispute persists. Tocancel recommends documenting all complaints and refusals in writing-email is best-because this creates a paper trail you can present to regulators if needed.

How to cancel Now Internet step by step

Now Internet offers cancellation through multiple channels, and the method you choose affects how quickly and cleanly the process completes.

Cancellation methods available to you

You can cancel online via the NOW website or mobile app, by phone, or by post. Each method has advantages. Online cancellation is quickest and gives you an instant confirmation, whilst phone cancellation allows you to negotiate exit fees or discuss alternatives. Postal cancellation is slower but creates a written record Ofcom will recognise if a dispute arises later.

Tocancel recommends starting with online cancellation if your contract has ended or you are entitled to a fee-free exit. If you are disputing an early termination fee, use phone or post so you can explain your position and have it recorded. Always follow up any phone conversation with a written email confirming what was discussed.

Online cancellation via the NOW website or app

1. Log in to your NOW account on the website or app using your email and password.
2. Navigate to your account settings or manage account section.
3. Locate the cancellation or pause service option-usually found under subscription management or billing.
4. Select cancel service and follow the prompts to confirm your reason for leaving.
5. Review the final summary, including your contract end date, any remaining fees, and your final bill amount.
6. Confirm cancellation and save your confirmation number and date-you will need this if issues arise later.
7. Check your email within 24 hours for a cancellation confirmation letter from Now Internet.

Online cancellation is instant and leaves you with a digital record. Screenshot or print your confirmation page and save all emails from Now Internet. This becomes crucial evidence if a dispute emerges over your final bill or if the company claims it never received your cancellation request.

Cancellation by phone

1. Call Now Internet's customer service number (usually found on your bill or the website).
2. Have your account number and postcode ready so the agent can locate your details quickly.
3. Clearly state you wish to cancel your service, and explain your reason.
4. Listen to any retention offers (price cuts, speed upgrades, or service credits) and decide whether to accept or refuse.
   • If the company offers a significant discount or improvement, you may wish to stay. Take notes on any offer verbally made.
   • If you refuse, politely but firmly request cancellation confirmation.
5. Ask the agent to confirm your final bill amount, any early termination fee, and your service end date.
6. Request the agent email you a cancellation reference number and summary within 24 hours.
7. Note the agent's name, call time, and reference number in case you need to follow up.

Phone cancellation can yield better results if you are willing to negotiate, but it is slower than online. Always ask for written confirmation by email after the call so you have proof of what was agreed.

Cancellation by post

1. Write a letter to Now Internet's customer service address (you can request this from their website or find it on your bill).
2. Include your full name, account number, postcode, and current phone number so the company can locate your account quickly.
3. Clearly state that you wish to cancel your service effective on your contract end date or immediately if you believe you have grounds for fee-free cancellation.
   • If you are cancelling early, explain your reason (poor service, unaffordable price rise, or other grounds).
   • Reference any relevant consumer rights if you are disputing fees.
4. Request written confirmation of your cancellation, final bill, and any early termination fee in reply.
5. Send the letter by Royal Mail Special Delivery (Signed For) so you have proof of postage and delivery.
6. Keep the Royal Mail receipt and a copy of your letter.
7. Follow up with a phone call 7-10 days later if you do not receive written confirmation.

Postal cancellation is slowest but is legally robust. Ofcom and courts recognise Special Delivery receipts as proof of notice, so use this method if you are disputing fees or believe Now Internet may claim it never heard from you.

Refunds, final bills and what happens after cancellation

After you cancel, Now Internet will prepare your final bill, apply any credits or charges, and process any refund you are owed.

Understanding your final bill

Your final bill will show charges up to your service end date, any early termination fees, installation or equipment costs, and credits for unused service or overpayments. In most cases, if you have paid in advance or your final month's usage is lower than expected, you will be owed a refund. Now Internet must process refunds within 30 days of your service ending, and the money should return to your original payment method.

Review your final bill carefully. Check that the service end date matches what you were told, that the early termination fee (if charged) is explained, and that all credits have been applied. If something looks wrong, contact Now Internet in writing immediately and reference the Consumer Rights Act 2015. Do not ignore a bill you believe is incorrect, as Tocancel has seen customers lose valid refund claims by failing to dispute bills within 30 days.

Claiming a refund for unused service

If you cancel mid-month, you may be refunded for the unused portion of that month. This is not automatic; you must ensure Now Internet calculates it correctly on your final bill. If the company has underestimated your refund, request a revised bill and cite your contract terms and the Consumer Rights Act 2015.

If you are owed a refund and it does not arrive within 30 days, contact Now Internet's billing department in writing. Include your cancellation reference number, final bill date, and the amount you believe is owed. If they do not respond within 14 days, escalate your complaint to Ofcom using its free dispute resolution service. Tocancel recommends keeping all documentation-cancellation confirmations, bills, and correspondence-until your refund arrives and clears in your bank account.

What happens to your equipment

Now Internet typically requires you to return the router and any other equipment the company provided. This is usually included in your cancellation instructions, either online or by post. Return the equipment within the timeframe specified (often 21-30 days) using the prepaid shipping label Now Internet should provide.

If the company fails to provide a return label, contact them and request one immediately. Keep your return proof (tracking number or receipt) until Now Internet confirms receipt of the equipment. If the company wrongly claims it never received the gear and charges you for it, you will need this proof to dispute the charge.

Common mistakes to avoid when cancelling Now Internet

Cancellation can go smoothly, but small oversights can cost you money or delay your refund.

Mistake 1: not checking your contract end date before cancelling

Many customers cancel during their lock-in period without realising it, triggering early termination fees they could have avoided by waiting a few weeks. Before you contact Now Internet, log into your account and confirm your contract end date. If you cannot find it online, call customer service and ask directly. Knowing this date is the single most important step in Tocancel's cancellation checklist.

Mistake 2: not documenting poor service before disputing exit fees

If you plan to argue that Now Internet breached your contract (for example, by failing to deliver promised speeds), you need evidence. Keep records of speed tests, dates and times of outages, and screenshots of complaints you have reported to customer service. If you have not documented problems, the company can easily deny there was an issue. Start keeping records now, and if you need to cancel early, you will have the proof to support your claim.

Mistake 3: accepting verbal promises without written confirmation

Customer service agents may promise to waive an early termination fee, but if the company later charges you anyway, only written email confirmation will protect you. Never accept cancellation terms by phone alone. Always request a follow-up email summarising what was agreed, and do not consider your cancellation complete until you receive it in writing.

Mistake 4: not following up on missing refunds within 30 days

If your refund does not arrive within 30 days of your service ending, the delay becomes the company's problem, not yours. Contact Now Internet immediately and request a status update. If they cannot provide it, escalate to Ofcom. Tocancel recommends setting a calendar reminder for day 25 after your service end date so you can chase the refund before the 30-day window closes.

Mistake 5: failing to return equipment promptly

Now Internet can charge you for unreturned equipment. Even if the charge is small (typically £20-£50), it is avoidable. Return the router and any other kit within the timeframe specified in your cancellation paperwork, use the prepaid label provided, and keep the tracking proof until the company confirms receipt.

Cancellation checklist for Now Internet

Use this checklist to ensure you do not miss any step and that your cancellation is clean and documented.

Comparing Now Internet with other UK broadband providers

You may be cancelling Now Internet to switch to another provider. The table below shows how Now Internet's pricing and terms compare with other major UK broadband suppliers.

Now Internet's pricing is competitive, and its 18-month minimum term is shorter than some rivals. If you are unhappy with service quality rather than cost, sometimes a retention offer from Now Internet is worth accepting. However, if you have found genuinely better speeds or reliability elsewhere, switching may save you money in the long run. Tocancel helps you weigh these decisions by ensuring you understand the true cost of your exit.

What to do if Now Internet refuses to cancel or disputes your complaint

In rare cases, the company may refuse to process your cancellation or dispute your claim that you are entitled to a fee-free exit.

Your escalation options if the company refuses

If Now Internet denies your cancellation request or insists on charging a fee you believe is unfair, escalate in writing. Write to the company's complaints department (address below) citing the Consumer Rights Act 2015 or Ofcom's General Conditions of Entitlement (whichever applies to your situation). Give them 14 days to respond with a resolution.

If they refuse or do not reply, contact Ofcom directly. Ofcom is the independent regulator for UK telecoms and has the power to force Now Internet to cancel your service or refund unfair fees. Filing a complaint with Ofcom is free, and the regulator takes customer disputes seriously. Tocancel recommends keeping all correspondence with Now Internet and your Ofcom case reference number until the matter is fully resolved.

Contact details for Now Internet complaints

To escalate a complaint with Now Internet, write to their customer resolution team at the address below. Always send important correspondence by Royal Mail Special Delivery (Signed For) so you have proof the company received it.

Now Customer Resolution Team
NOW Broadband
Sky Customer Service Centre
Grant Way
Isleworth
London
TW7 5QD
United Kingdom

If Now Internet does not resolve your complaint to your satisfaction within 8 weeks, you can escalate to Ofcom for free. Visit Ofcom.org.uk or contact them by phone on 0300 123 3000.

Key takeaways: you can cancel Now Internet confidently

Cancelling Now Internet is straightforward if you understand your rights and follow the right steps. Your consumer rights under the Consumer Rights Act 2015 and Ofcom's rules protect you from unfair early termination fees, entitle you to transparent contract information, and give you the right to cancel without penalty if the company fails to deliver the service it promised. Whether you choose to cancel online, by phone, or by post, the key is documentation: save every confirmation, email, and reference number until your refund has cleared.

Common pitfalls include cancelling before checking your contract end date, failing to document service failures, and accepting verbal promises instead of written confirmation. Use Tocancel's checklist to avoid these mistakes and keep your cancellation process clean and dispute-free. If Now Internet refuses to process your cancellation or charges an unfair fee, you have escalation routes through their complaints team and ultimately through Ofcom, the industry regulator.

Tocancel has helped thousands of consumers cancel their broadband and streaming contracts with confidence, and we are here to support you through every step. Whether you need help understanding your rights, calculating what you are owed, or challenging an unfair fee, Tocancel (tocancel.com) is your trusted resource. Take action today, and do not let unfair charges or confusing processes keep you locked into a service you no longer want.