Manage Now Broadband

How to cancel now broadband in canada and protect your rights

What you need to know about now broadband

Now Broadband is a broadband service provider originally based in the UK, now part of the Sky/Now group. While primarily UK-focused, Now Broadband offers fixed-line and mobile broadband options to Canadian customers, including flexible no-contract plans. If you've signed up for a Now Broadband service in Canada and want to cancel, you need a clear strategy-and you need to know your rights under Canadian consumer law, not just UK rules.

Many Canadian customers discover too late that Now Broadband's standard guidance references UK protections (like the 14-day cooling-off period under UK law) that don't automatically apply here. Your actual rights depend on which province you live in and how you purchased the service. At Stopee, we help thousands of customers navigate these exact situations every year, and we're here to walk you through your cancellation step by step.

Why customers cancel now broadband

You might be cancelling because you found faster speeds elsewhere, your contract price jumped unexpectedly, the service isn't meeting your needs, or you've switched providers entirely. Whatever your reason, you deserve a hassle-free exit-and you have more consumer protections than Now Broadband may initially tell you.

The canadian context: your real consumer protections

Now Broadband is a UK-registered company selling services to Canadians. This matters because Canada's consumer protection laws-not UK law-govern your rights. Your province's Consumer Protection Act is your strongest lever if disputes arise. Federal rules also apply to telecommunications services. Stopee recommends that you know your legal standing before you contact Now Broadband to cancel.

Your consumer rights when cancelling now broadband

Canadian law gives you protections that often exceed what Now Broadband volunteers in their cancellation guidance.

Cooling-off and rescission rights

If you purchased your Now Broadband service by distance (online, phone, or mail), most Canadian provinces give you a statutory cooling-off period-usually 7 to 14 days from purchase or delivery of the contract. This right exists under your provincial Consumer Protection Act, not through Now Broadband's goodwill. Ontario, for example, grants a 7-day cooling-off period for distance purchases. British Columbia allows 14 days. Quebec has its own distinct rules. You can rescind (cancel) the contract within this window and recover any money you've paid, even if the service was working perfectly.

Check your province's specific rules by contacting your provincial consumer authority or visiting Stopee, where we track these rules province by province.

Price increase and mid-contract changes

If Now Broadband raises your monthly price mid-contract without your written consent, Canadian consumer law typically gives you a 30-day window to cancel without penalty. You do not have to accept a price hike simply because Now Broadband announced one. Document the price increase (screenshot or email confirmation) and cite this right when you cancel.

Service failure and speed guarantees

If Now Broadband promised minimum download or upload speeds and consistently fails to deliver them-and cannot fix the problem after a reasonable chance to do so-you have the right to cancel without early termination fees. This is a consumer protection rooted in contract law: Now Broadband cannot charge you for a service it isn't providing as advertised. Stopee advises keeping a log of speed test results if you suspect underperformance.

Unfair contract terms

Canadian consumer law voids unfair, one-sided, or deceptive contract terms. If Now Broadband's cancellation fees seem unreasonable relative to the actual loss they'd face, or if their cancellation process is deliberately obscured, you have grounds to challenge them. Reach out to your provincial consumer protection office if Now Broadband refuses to negotiate.

How to cancel now broadband step by step

Your cancellation route depends on how you signed up-directly with Now Broadband, through Apple, or through Google Play.

If you signed up directly with now broadband

Follow these steps to cancel your direct Now Broadband account:

1. Gather your account information
   • Find your customer account number (on your invoice or billing statement)
   • Have your full legal name and registered address ready
   • Locate your contract to check for any early termination fees or notice requirements
2. Choose your cancellation method
   • Phone cancellation (fastest): Call Now Broadband's customer service. While the source data referenced a UK number, contact Now Broadband directly through their website to confirm the Canadian customer service line. Ask to speak to a cancellation specialist and have your account number ready.
   • Online cancellation (if available): Log into your Now Broadband customer account and look for a "Manage Subscription" or "Cancel Service" option. Not all accounts have this feature, but it's worth checking first.
   • Live chat: Visit Now Broadband's website support section and request a cancellation through their live chat feature.
   • Registered mail (most documented): Send a formal cancellation letter by registered mail (Canada Post offers Xpresspost with tracking). This is the safest method because you have proof of delivery.
3. If cancelling by registered mail, compose your letter clearly
   • Address it to Now Broadband's Canadian customer service address (confirm this on their website or call first)
   • Include your account number, full name, and service address
   • State clearly: "I request cancellation of my Now Broadband service effective [date-typically 30 days from the letter's date]."
   • Mention any grounds for penalty-free cancellation (price increase, service failure, or within cooling-off period)
   • Keep a copy for your records and photograph the Canada Post receipt
4. Confirm your cancellation in writing
   • Whether you cancel by phone, chat, or mail, ask for written confirmation-an email or cancellation reference number
   • If you spoke to someone on the phone, follow up with an email: "This confirms our conversation on [date] regarding cancellation of my account [number]."
   • Stopee strongly recommends this step; it prevents "I never received that" disputes later
5. Arrange equipment return (if applicable)
   • Ask Now Broadband whether you need to return a modem, router, or other equipment
   • If yes, ask for a prepaid return label or shipping instructions
   • Pack securely and track the shipment; keep proof of return
   • Warning: Failure to return equipment may result in charges to your final bill
6. Check your final bill
   • Within 30 days of cancellation, review your final invoice for accuracy
   • Look for early termination fees, pro-rated charges, and any mystery fees
   • If something looks wrong, contact Now Broadband immediately with your confirmation number

If you subscribed through apple app store

Now Broadband does not control cancellations made through Apple. You must cancel through Apple directly:

1. Open the Apple App Store on your iPhone, iPad, or Mac
2. Tap your profile icon (top right) and select "Subscriptions"
3. Find the Now Broadband subscription and tap it
4. Select "Cancel Subscription" and confirm
5. Request a refund if you're within Apple's refund window (usually 14 days for auto-renewal subscriptions) by visiting appleid.apple.com or contacting Apple Support

Pro tip: Apple refunds are issued at Apple's discretion, but they're often granted if you cancel within 48 hours of the renewal date. Stopee recommends cancelling immediately after a renewal charge if you want the best chance at a refund.

If you subscribed through google play

Google Play, not Now Broadband, manages your subscription and refunds:

1. Open Google Play on your Android device or visit play.google.com
2. Go to "Manage Subscriptions" or "My Subscriptions"
3. Select the Now Broadband subscription
4. Tap "Cancel Subscription" and confirm
5. Request a refund within 48 hours of your last charge by visiting the Google Play support page or contacting Google Support

Google typically refunds charges if you cancel within 48 hours of a renewal. Beyond that window, refunds are discretionary.

Understanding your notice period and exit timeline

Now Broadband typically requires 30 days' notice when you cancel, meaning your service doesn't stop immediately-it stops 30 days after you submit your cancellation request.

What happens during the notice period

You'll continue to receive service and be billed for those 30 days. You can still use your broadband at full speed until the cancellation date arrives. On day 31, your service stops. You must return any equipment by the date Now Broadband specifies to avoid additional charges.

Early termination fees: when they apply

If you signed a fixed-term contract (e.g., 12 or 24 months) and cancel before the term ends, Now Broadband may charge an early termination fee. However, this fee is not automatic-it depends on your specific contract and your grounds for cancellation. If you're cancelling because of a price increase, service failure, or within a cooling-off period, you may owe nothing. Check your contract or call Now Broadband to confirm your liability before you submit a cancellation.

No-contract plans

Now Broadband offers no-contract monthly plans. If you're on one of these plans, you can cancel anytime without early termination fees. You may owe for the current month, but no penalties apply. This is the most consumer-friendly option.

Now broadband pricing in canada

Here's what Now Broadband charges for mobile broadband service in Canada:

Both plans offer flexibility with no binding contract, which means you can cancel with just 30 days' notice and zero early termination fees. If Now Broadband is raising your price and you're unhappy, switching is straightforward.

What happens after you cancel

Cancelling is one thing; managing the aftermath is another. Many customers feel frustrated or confused once they submit a cancellation request, so let's walk through what comes next.

Service cutoff

Your service stops on your cancellation effective date (usually 30 days after you request cancellation). On that date, your modem loses connection and you lose internet access through Now Broadband. If you haven't already arranged a new provider, this is your last chance. Stopee recommends lining up a replacement service before you submit your cancellation to avoid downtime.

Final billing and refunds

Now Broadband will send a final invoice reflecting charges through your cancellation date. If you paid in advance, any unused portion is refunded. The timing of that refund depends on your payment method-credit card refunds typically appear within 5 to 10 business days. If you paid by bank transfer or cheque, allow 2 to 4 weeks.

Pro tip: Don't assume silence means approval. If you don't receive a final invoice within 2 weeks of your cancellation date, contact Now Broadband and ask for one. You need this to confirm no outstanding charges remain.

Equipment return

If Now Broadband provided a modem or router, you must return it. Failure to return equipment typically results in a non-return fee (often $50 to $150) added to your final bill. Now Broadband should provide return instructions and a prepaid shipping label. If they don't, ask for one before the cancellation date-not after.

Account closure and credit impact

Your Now Broadband account closes once the cancellation is processed. This does not harm your credit score (account closures by consumers are not reported negatively). However, if you owe any outstanding balance, Now Broadband may pursue collection, which could affect your credit. Pay any final invoice promptly to avoid this.

Will you get a refund?

Refunds depend on when and how you cancel, and your contractual grounds for doing so.

Within the cooling-off period

If you cancel within your province's statutory cooling-off period (7 to 14 days, depending on your location), you're entitled to a full refund of everything you've paid. You do not need Now Broadband's permission-this is a legal right. Submit your cooling-off cancellation in writing (registered mail is best) and reference the Consumer Protection Act of your province. Request a refund explicitly in that letter.

Due to a price increase

If Now Broadband raised your monthly price and you cancel within 30 days of that increase, you're entitled to a refund of the increase applied to any billing period after the increase took effect. For example, if your price rose from $30 to $40 in month 6 and you cancelled in month 7, you'd be refunded $10 for month 6 and month 7 would be pro-rated. Document the price increase and mention it in your cancellation letter.

Due to service failure

If Now Broadband failed to deliver the speeds it promised and didn't fix the issue, you may be entitled to a service credit or refund. Stopee advises keeping speed test logs showing the failure. When you cancel, reference these tests and explain that the service was not as advertised. Now Broadband may issue a credit or partial refund rather than face a dispute with your provincial consumer authority.

Standard cancellations (no grounds)

If you're cancelling outside the cooling-off period, due to no fault of Now Broadband, and your plan requires it-you may owe an early termination fee. There's no refund; you simply stop paying future charges. However, if you've paid in advance (e.g., a lump-sum annual payment), any unused portion is refunded on a pro-rata basis.

Common mistakes to avoid when cancelling

Cancelling should be straightforward, but small errors can derail your exit and cost you money. You're not alone if you feel nervous about this process-thousands of customers cancel broadband services every month, and many run into avoidable problems. Here's how to stay safe.

Mistake 1: cancelling without confirming your notice period

Now Broadband requires 30 days' notice. If you cancel without understanding this, you might assume you stop paying immediately-but you'll receive a bill for the full 30 days. Always confirm the exact notice period before you submit a cancellation. If 30 days feels too long, ask whether a shorter notice applies in your situation (e.g., if you're citing a price increase or service failure).

Mistake 2: not documenting your cancellation

Calling Now Broadband and verbally cancelling is fast, but it's also your word against theirs if a dispute arises. Always get written confirmation-an email, a reference number, or a letter. If you cancel by phone, follow up with an email to Now Broadband summarizing the conversation. Stopee has helped customers resolve dozens of "But we never got your cancellation" disputes, and every one involved a lack of written proof.

Mistake 3: failing to return equipment on time

Now Broadband will charge you for unreturned equipment. Understand what must be returned (modem, power cable, etc.), pack it securely, and ship it before your cancellation date if possible. Track the shipment so you can prove it was sent and received. Keep the tracking number in your records for at least 6 months.

Mistake 4: ignoring your final bill

Once you cancel, review your final invoice carefully. Look for unexpected charges, including early termination fees, equipment fees, or pro-rata adjustments. If something seems wrong, dispute it immediately in writing-don't wait. The longer you wait, the harder it is to challenge.

Mistake 5: cancelling without a backup plan

If you cancel Now Broadband and haven't arranged a replacement provider, you'll lose internet access in 30 days. Start shopping for a new provider as soon as you decide to cancel, so your new service activates on or near your Now Broadband cancellation date. This keeps downtime to zero.

Cancellation checklist: your step-by-step guide

Use this checklist to ensure you don't miss anything:

• Confirm your cancellation method (phone, mail, online, chat)
• Gather your account number, name, and service address
• Review your contract to check for early termination fees or special conditions
• Determine your notice period and intended cancellation date
• Submit your cancellation (record the date and method)
• Request and save written confirmation (email, reference number, letter)
• Confirm what equipment must be returned and obtain return instructions
• Arrange a replacement broadband provider to start on or near your cancellation date
• Pack and ship returned equipment before the cancellation date with tracking
• Review your final invoice when it arrives (within 2 weeks of cancellation)
• Dispute any unexpected charges immediately in writing
• Keep all documentation (cancellation confirmation, shipping receipts, final invoice) for 12 months

Compare: now broadband vs. canadian alternatives

Thinking about cancelling Now Broadband and switching? Here's how Now compares to major Canadian broadband providers:

If you want contract flexibility and competitive pricing similar to Now Broadband, Teksavvy offers comparable speeds and no binding contract. Both Rogers and Bell offer faster fixed-line broadband but typically require a 2-year commitment. Stopee recommends comparing speeds available at your address before you switch-pricing alone doesn't tell the whole story.

Your next steps: cancel with confidence

Cancelling Now Broadband doesn't require you to navigate legal jargon or fear hidden fees. You have clear rights under Canadian consumer law, a straightforward cancellation process, and real leverage if anything goes wrong. At Stopee, we've helped thousands of Canadian consumers cancel broadband services and recover money they thought they'd lost. Your situation is likely simpler than you think.

Start by confirming your notice period and choosing your cancellation method. If you're within a cooling-off window or cancelling due to a price increase or service failure, gather evidence and reference your legal right in your cancellation request. Get everything in writing, arrange a backup service, and watch for unexpected charges on your final bill. Stopee is here if you need clarification on any of these steps or want to escalate a dispute.

Ready to cancel? Use the checklist above, follow the steps for your situation, and take control of your broadband spend today. Stopee has helped thousands of consumers cancel unwanted services and reclaim their money-you're in good company. Contact Stopee if you run into resistance from Now Broadband, and we'll help you navigate the next steps.