How do I cancel my NOW Broadband service?
If you want to switch your broadband to a new provider, you might not need to get in touch to let us know you want to cancel. This depends on the provider you’re switching to and whether you’re leaving us before the end of your contract.
Choose an option below to find out if you need to get in touch with us.
Keep in mindWhen you cancel NOW Broadband or switch to a new provider, we'll cancel your calls and line rental at the same time too.
You need to let us know if…
- You’re switching to Virgin Media’s cable service or to full fibre broadband (also known as Fibre to the Premises, or FTTP), and don’t want to take your phone number with you.
- We’ve told you that you can leave your contract early without any charges. You can let us know either before or after you've placed an order with your new provider.
If either of these cases apply to you, get in touch by phone or Live Chat to cancel your broadband and calls.
You don’t need to speak to us if…
You’re switching your broadband and calls to any provider except Virgin Media cable service or to full fibre broadband.
In this case, you can simply place your order with your new provider without contacting us.
If you want to cancel your broadband and calls without switching to another provider, you’ll need let us know so we can cancel your services.
Just get in touch by phone or Live Chat.
How much does it cost to call NOW TV?
Calls to NOW TV contact centres are free for NOW Calls customers. If you’re not calling from your NOW Calls line, calls to 03 numbers cost the same as calls to 01 or 02 numbers.
Send us an email
You can also send an email to firstname.lastname@example.org to let us know you'd like to cancel. We may need to call you back to verify your details, but don't worry, your notice period will begin the date we receive your request.
Keep in mindWe won't be able to cancel your services unless we can verify your account information.
For information about cancelling during your cooling off period, please refer to your NOW Broadband and Calls Terms and Conditions.
No problem. It’s best to let us know as soon as you can if you’ve changed your mind before your broadband is up and running, so we can make sure your line doesn’t get switched over.
Just get in touch by phone or Live Chat before 3pm on the day before your broadband is due to go live or an engineer visit is scheduled to install your line.
If you're cancelling your broadband service without switching to another provider, or you're switching to a cable service like Virgin Media, you'll need to get in touch by phone so that we can ensure your details are correct before we begin work on your cancellation.
We’ll explain the cancellation process, and help you avoid any unnecessary gaps in your broadband service if you’re moving to another provider. Confirming your contact details also allows us to get in touch easily if any issues come up. For example, you may need to pay early termination charges if you’re leaving before the end of your agreed minimum term.
Want to cancel within 31 days of your broadband and calls service becoming active? You can send us a message to let us know, instead of calling.
Keep in mindIt's important you don't cancel your payment arrangement with us, as further payments or refunds may still be due.
If you’re within your cancellation period and you’ve changed your mind about leaving us, get in touch and let us know. We’ll update your account, so you can continue using your broadband service.
To keep your broadband and calls, get in touch by phone or Live Chat.