Help Centre

Early cancellation fees for broadband

What are early termination charges?

If you chose a contract when you ordered your broadband and calls package, your minimum term will be 12 months.

If you cancel your broadband and calls before the end of the 12 month period, you might have to pay an early termination charge. We'll contact you to let you know if a charge is due, and how much it is.

If you chose the ‘no contract’ option and paid a one-off fee when you signed up, you won’t have to pay an early termination charge.

 

When do I have to pay an early termination charge?

An early termination charge only applies if you cancel NOW Broadband or the NOW TV Combo before your 12 month commitment has finished, for reasons other than those permitted under your contract (please refer to your contract for more details).

If you end your service after the 12 month period has elapsed, no early termination charge will be applied.

 

What will I be charged?

The amount you're charged depends on:
  • how much of your 12 month period is left to run
  • how much of the 12 month period you’ve already been billed for
  • your broadband plan

We calculate your early termination charge based on the number of days remaining of the minimum period when your service has ended. We also take into account the period you've already been billed for. This means the amount you’re charged may not be an exact multiple of the monthly charges listed in the table. If you have any subscription offers, your early termination charge will be calculated based on your discount price.

The table below shows how much you’re charged for each month remaining based on the products that you take from us.


Broadband plan

Monthly early termination charge
Super Fibre£12.84
Fab Fibre£6.23
Brilliant Broadband£5.87
Line rental£7.64

The final early termination charge is rounded up to the nearest 25p.

 

How are early termination charges calculated?

We take the standard monthly charge for your products, then deduct:

  • 20% VAT;
  • The business costs we save because we're no longer providing you with your service, and;
  • A discount for accelerated receipt – a discount reflecting the fact that we receive one lump sum payment, rather than a staggered payment made over the length of your subscription period.

The monthly charge minus these deductions gives a monthly early termination charge (ETC) rate, shown in the table above.

Got a discount on your monthly subscription? We'll deduct this from the ETC rate, then multiply your revised figure by the remaining days and months of your minimum term to work out your final early termination charge.

You have Brilliant Broadband for £25.99 a month (made up of broadband priced at £8.00 and line rental priced at £17.99), with three months remaining on your contract, and no applicable discount.  

For the broadband plan (£8.00) we'll deduct VAT, business costs and accelerated receipt discount leaving £5.87. We'll multiply this by three (your remaining months) and round up to the nearest 25p, totalling £17.75

For line rental (£17.99) we'll deduct VAT, business costs and accelerated receipt discount leaving £7.64. Again, we'll multiply this by three (your remaining months) and round up to the nearest 25p, totalling £23.00

Your total payable ETC is: 17.75 + £23.00 = £40.75

You have Super Fibre for £43.99 a month (made up of Fibre broadband priced at £26 and line rental priced at £17.99), with two months remaining on your contract and a £5 discount on Fibre broadband.

For the Fibre broadband plan (£26) we'll deduct VAT, business costs and accelerated receipt discount leaving £12.84. We’ll then deduct the £5 discount, giving a £7.84 monthly ETC rate, then multiply this by two (your remaining months) and round up to the nearest 25p, totalling £15.75

For line rental (£17.99) we'll deduct VAT, business costs and accelerated receipt discount leaving £7.64. Again, we'll multiply this by two and round up to the nearest 25p, totalling £15.50

Your total payable ETC is: £15.75 + £15.50 = £31.25

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