NOW Broadband contact and cancellation guide

Author: Mark Billen

Last updated: 05 September 2025

NOW Broadband customer service contacts

NOW Broadband contact number

If you need help with your NOW Broadband service, here are the main ways to get in touch. Keep your account details handy to speed things up.

Opening times are 8am-8pm every day.

Contact NOW TV

There's no specific contact number for NOW TV services. If you call 0330 0412 473 and choose ‘Option 1’ this includes advisor options for both NOW TV customer and fibre broadband queries.

Mobile customers should pick ‘Option 2’ for help.

TV customers also have a dedicated Web Form for emailing details of TV-only issues.

NOW Broadband Live Chat and email support

NOW offers a Live Chat feature known as ‘NOWBot’ via its online Help Centre. Here you can chat with an advisor anytime from 8am-midnight daily.

Look for a green “Need help?” button in the bottom-right corner of the browser. Click this to launch the client and choose between help for TV or Broadband & Calls.

You may also write to the team, who hope to respond within 24 hours, via the email address: [email protected].

Social media and online help pages

Social media is another great way to contact NOW or simply follow service updates.

• Twitter / X (General) - @NOW
• Twitter / X (Help) - @NOWHelpTeam
• Facebook - @NOWtv

NOW’s online Help Centre gives FAQs answers and guides to common problems. Head here for troubleshooting articles on general service use and managing your account, billing etc.

The Broadband & Calls section offers specific help for NOW Broadband Hub, fixing issues and improving broadband speed. Although basic, it's a good first resource before getting in touch.

NOW Broadband Address

Write to:

NOW Customer Care
Sky Central (2.5)
Grant Way
Isleworth
TW7 5QD

Ways to cancel your NOW Broadband service

• By phone. Call the general customer service number or 0330 0412 473 for broadband service cancellations.
• Via the Live Chat feature. You can only cancel online by getting in touch with an advisor.
• In writing, by post. Send a cancellation letter by recorded delivery, giving at least 30-days notice. Clearly quote your customer account number, name, address and statement of your wish to cancel NOW Broadband and TV service if you’re signed up to a bundle.

NOW Broadband cancellation fees

You’ll be charged an early termination fee if you cancel your contract early. This is based on how many months you have left on your contract.

Think carefully about whether paying for early termination is worth the cost. Some providers will pay off some early termination fees if you switch to them. These are sometimes referred to as ‘switching credits’ or ‘contract buy-outs’.

Moving to a new broadband provider

• Switching providers is easier than ever now. Your new provider will handle cancelling your old connection and process the switch across to their service.
• One-Touch Switch adds extra convenience now by extending this across networks. NOW Broadband uses the Openreach network, but you can still switch to Virgin Media, CityFibre providers or smaller altnets with the same ease.

Genie Tip: When shopping for deals, look for packages with free setup or gift vouchers. You can regularly find a bargain!

Find the best broadband deals available today with our postcode checker:

Avoiding downtime during the switch

While the overall switching process can span 2-weeks, downtime is minimal. Typically, this changeover happens within a single, scheduled day and often in minutes.

This should ensure you don’t experience broadband connection loss at all, or very fleetingly. This is most efficient when switching networks - for example, NOW Broadband to Virgin Media.

In cases like this, it’s possible the two connections may overlap temporarily.

Cancelling or switching NOW TV bundles

NOW members can easily swap between TV packages. These add extra entertainment options and channels like Sky Sports etc via your online account login.

You may also keep NOW TV membership when switching away from NOW Broadband. The two are separate services and can be managed independently.

It’s also worth noting that NOW Broadband is powered by Sky Broadband, with EE also offering easy access to NOW TV streaming services.

Compare Broadband + TV Deals

Troubleshooting before cancelling

Common issues and quick fixes:

• Slow or no broadband? Check if NOW broadband is currently down or having connection problems with the service status checker or via DownDetector.
• Wi-Fi problems? If wireless performance is slow, ensure your device is close enough to the NOW Broadband hub and the router is away from walls or appliances.
• Router restart/reset. Try cycling the router by switching off, unplugging and waiting at least 15 seconds before powering up again.

Slow download speed can be down to all sorts of issues, so read more here:

• Why is my internet so slow? How to improve broadband speed

Genie Tip: Finding and fixing a fault is always better than cancelling, especially if it means you can keep your deal.

FAQs

• What is the NOW Broadband contact number?

  The primary NOW contact number for broadband or TV support is 0330 041 2473.

• How do I cancel NOW Broadband without a fee?

  Out of contract customers may cancel or switch to another provider for no fee.

  New customers have a 14-day “cooling off” period after sign-up when they may also cancel at no cost.

  NOW is also signed up to Ofcom’s voluntary code of practice on Better Broadband Speeds, so customers may be able to leave if their average speeds consistently fall short of speeds quoted in a contract.

• Does NOW Broadband have live chat?

  Yes, the NOWBot Live Chat client is available to launch via the website’s Help Centre.

• Can I pause my NOW Broadband instead of cancelling?

  No, the service cannot be paused or temporarily suspended. Cancelling NOW Broadband packages early will incur a fee.

  NOW TV does let customers restart membership if services are wanted again after cancellation.