Are you desperate to get out of your broadband contract early and switch providers? If your circumstances have changed, you're moving house, or struggling to pay the bills, being stuck in a contract with a minimum period can be frustrating.
Providers work very hard to keep their customers in-contract, and there's almost always a pesky bit of small print that means you'll have to pay a lot to break this agreement early.
However, there are some ways you can leave your broadband provider early, or even for free. Over the course of this page, we're going to check out those circumstances.
If any of these apply to you, hopefully you can get in touch with your provider to cut your contract early. You might not even have to pay a penny!
When can I cancel broadband without paying a fee?
There are times when you can end a broadband deal without having to pay anything. Do any of these circumstances feel familiar? If so, you might be free to switch without cancellation charges.
Cancelling broadband if you’re out of contract
If you’re outside the minimum term of your broadband service, you’re free to leave whenever you like without an early exit fee. The only catch is you'll usually have to give your provider 30 days' notice.
Many of us let our broadband package run past the initial term and never question it. So, if it’s been a while since you switched, but you're not sure whether your contract has ended, you should get in touch with your broadband provider. Ask how many months are left on your current deal. Most of the time, you can now find this information very easily by logging into your online account.
If you're out of the contract, you can start searching for a new broadband deal without worrying about the cost of cancelling. But it can also be worth negotiating with your current provider to see if you can get a better deal.
Cancelling your broadband agreement in your cooling-off period
There's a minimum 14-day cooling-off period, which begins the day after you register for the service. During this time, it's your legal right to cancel for free, for any reason. Some providers also offer a longer cooling-off period.
You should notify the provider in writing as soon as possible if things aren't working out, or if you've changed your mind and want to cancel. We recommend keeping a record of all communications in case of any problems.
Just remember that if your broadband service activation happens before this cooling-off period has ended, you’ll be liable for the cost of providing the service during that time.
The Genie says...
Keep a lookout for extended cooling-off periods offered by providers.
For example, TalkTalk allows customers to walk away within the first 30 days if they're not happy. It calls this its 'Great Connection Guarantee'.
Can I cancel broadband if the speed is too slow?
A slow broadband connection is a valid reason for cancelling.
One route is to use the Ofcom broadband speed code of practice. If your provider has signed up to this, they’ve agreed to deliver a particular download speed and end contracts without a fee if they don't match up to this promise.
To use this to end a contract period early without charge, you’ll need to give tech support a chance to fix the issues first. The speed must also be significantly lower than the rate you were advised when joining. All providers should supply an accurate estimate when you sign up.
If your provider agrees there’s an issue but can't fix it, you can cancel without charge. The provider may offer alternatives, such as switching you to a cheaper package, but you aren’t obligated to accept this.
The code of practice is voluntary. Currently, the home broadband providers that have agreed to it are:
- BT
- EE
- NOW Broadband
- Plusnet
- Sky
- TalkTalk
- Utility Warehouse
- Virgin Media
- Zen Internet
Cancelling broadband because of a complaint
Complaints may lead to the provider releasing you from the contract early, but it would be at their discretion.
You may be particularly upset with the provider and feel you’re justified in cancelling. But you should never end service before the contract expiry date, unless the provider has agreed to let you go without penalty.
It isn't unknown for providers to waive a cancellation fee for unhappy customers. However, you’ll have to make a formal complaint. If you jump straight into cancelling, you’re going to be faced with a bill for the remaining months.
How to complain about broadband
The first step is always to contact the provider with details of the issue and what you’d like them to do. An email is a suitable option, as you’ll have a record of what’s said. Live Chat is sometimes available too.
Once the provider is aware, they may offer compensation, such as a bill credit. If they don’t, you can request that your complaint is escalated.
This back and forth can continue until you receive (or request) a ‘deadlock letter’. This shows both sides have been unable to agree. Once you’ve got this, or if the provider hasn’t contacted you for eight weeks, you can take your complaint to an Alternative Dispute Resolution (ADR) scheme. All providers will use either CISAS or Ombudsman Service: Communications. Check Ofcom’s list of ADR schemes to see which you need.
Cancelling broadband in special circumstances
If you’re bereaved or critically ill
Many internet service providers have a bereavement policy in place should the account holder die. You might also be able to make arrangements for power of attorney if you’re critically ill.
You can find more information on many of our provider 'how to cancel' pages:
- Vodafone bereavement and critical illness contacts
- BT bereavement: how do I notify BT of a death?
- Sky bereavement information
- Virgin Media bereavement contacts
- Plusnet bereavement team
- Three bereavement team
If your provider raises its prices
Unfortunately, it's very likely the majority of broadband customers will be hit by mid-contract price hikes every Spring. As long as the internet service provider (ISP) has notified you of this price jump (the standard period is 30 days), you won't be able to cancel for free.
Inflation-linked price rises can be written into the terms and conditions. This wipes your right to cancel. Sky Broadband is the only major broadband provider that allows customers to leave a contract penalty free within 30 days of being notified of a price rise by letter or email.
Moving home: can I cancel broadband if I can’t get service?
You may be able to leave for free if you move to a new area and your current provider is unable to supply a connection to your new address. For example, you can’t get fibre optic broadband in your new area, but you could where you lived previously.
However, each provider has its own approach to this situation. Some will still charge.
You'll also still have to pay if they can only provide a slower service. You’ll either have to accept the slower speeds or cancel and pay any necessary fees for doing so.
Here are a few guides you may find helpful:
- 'Moving home with BT Broadband'
- 'Moving home with Sky Broadband'
- 'Moving house: how to set up internet in a new home'
What if I want to cancel my broadband for other reasons?
If none of the topics we've covered so far apply to your situation, you're not completely out of options. You always have a right to cancel, but you might have to pay.
If you feel you have a right to leave without penalty, you should contact the provider and, if necessary, pursue it as a complaint.
Will it cost money to cancel my broadband contract early?
Assuming you don’t qualify for one of the situations above, cancelling a broadband contract early will always cost something.
At a minimum, this would be a fee for each remaining month of your contract. If you cancel in the middle of a month, then you’ll have to pay each partial month pro rata. Each provider has its own rate, and often this is a reduced fee. However, sometimes this will be the full monthly charge.
In addition to a per-month charge, there are often other costs, such as:
- A charge for the Wi-Fi router or other equipment.
- A charge for any discounts you received as part of the deal.
- A standard disconnection fee.
The provider’s terms and conditions should explain everything. But it’s often easier to call customer services and ask them to tell you exactly what it would cost to end your contract now, including any one-off fees.
How to reduce the cost of cancelling broadband early
Exit fee bonus from your new provider
Some providers offer credit to help cover your cancellation fee. For example:
- EE offers up to £300
- Sky offers up to £100 (or £200 with a TV bundle)
You still need to pay your current provider and then send proof to your new one.
For more information on this, read our guide: 'How to get a credit for switching your broadband early'.
Other ways to save
- Referral schemes (e.g. Virgin Media Broadband’s £50 ‘refer a friend’ bonus)
- Special deals and reward cards that help offset early cancellation fees
How to cancel your broadband provider
In addition to all the information on this page, we've also got guides on how exactly to cancel specific providers: