How to cancel NOW Broadband

Author: Emma Davenport

Last updated: 31 October 2024

NOW Broadband cancellation steps

The cancellation process for cancelling NOW Broadband is very straightforward, but we advise you check your contract carefully and look for other deals before getting in touch.

Check your contract

NOW Broadband contracts now run for 24-months. But previously, you could have signed up for a shorter 12 or rolling monthly deal. Double-check your agreement dates. If you leave early, you'll be charged a termination fee. If you’re out of that fixed period, you can cancel for free.

Find a new broadband deal

Unless you’re cancelling because broadband is no longer needed, spend some time looking for a great deal to switch to. Use our deals checker to see what else is available in your area.

Most broadband providers like to keep hold of customers. You may even find you're offered a special discount when you say you'd like to leave. Do your research beforehand and have a few alternative services in mind. This will make it easier for you to gauge whether their offer is worth considering.

Find out what’s on offer in your area right now by entering your address: 

Ready to buy? Here’s a selection of the top deals on offer right now:

How to cancel NOW Broadband

If you’re out of contract: cancelling NOW Broadband for free

If you're not tied into a contract, switching providers is easy.

If you’re not taking on a new broadband contract, you can call or email NOW to end the service. Have your account number handy!

If you're thinking of cancelling NOW Broadband, you need to call 03300 412473. The call centre is open between 8am-8pm, seven days a week. You can also log into your NOW Broadband account and request cancellation from there. For more contact information, please see our NOW Broadband cancellation page.

Alternatively, send an email to [email protected] or use NOW's web form.

Cancelling NOW Broadband if you’re still in contract

The process is the same if you’re within your fixed period, but you may be lumped with an early termination bill. This is standard practice for all broadband providers, and the amount will depend on how long is left to run on your deal.

Cancelling NOW Broadband if you're moving home

If you cancel your NOW broadband contract before the end of its minimum term, you’ll be charged a cancellation fee.

It’s worth checking whether your NOW broadband package is available at your new home before you make any decisions. If you’re on a full fibre package, you may need to downgrade if you don’t have access to an FTTP network at your new address.

The easiest way to let NOW Broadband know you’re moving home is to call. You'll need to sign into your account to get the most appropriate phone number. It takes 10 working days to switch to a new address.

NOW Broadband cancellation fees

You'll have to pay a cancellation fee if you cancel NOW Broadband before your contract term is up. This is known as an early termination charge. This is charged to any customer leaving before their minimum contract term is up.

The table shows the per-month cancellation fee. You can find more information on the NOW help page.

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

Frequently asked questions about cancelling NOW

• What is NOW Broadband’s notification period?

  Allow 30 days to cancel, and a couple of weeks for a smooth switch.

• Can I keep my phone number when I leave NOW?

  You can keep your phone number if you leave NOW Broadband. Let NOW Broadband you wish to do this as soon as possible.

• Can I cancel for free if my NOW broadband is too slow?

  You don't have a right to cancel for free due to broadband speed. Some providers have signed up to the voluntary broadband speed code of practice and do offer such a right, but NOW Broadband isn't included.

  If you're unhappy with the speed, you should raise the issue with NOW. It's possible you can be released from the contract without penalty because of this. It's likely you'll have to pursue it as a complaint.

  For more advice on how to do this, check out our guide to making successful broadband complaints.