Manage Now Broadband

How to cancel now broadband: your complete guide to leaving without penalties

Why you might want to cancel now broadband

Life changes, and your broadband needs change with it. Whether you're moving house, finding a better deal elsewhere, or simply frustrated with your current service, cancelling Now Broadband is a decision that deserves a clear, straightforward path forward. At Stopee, we've helped thousands of customers navigate broadband cancellations with confidence, and we're here to do the same for you.

Now Broadband is Sky's flexible internet service, designed around rolling monthly contracts and straightforward pricing. Yet many customers find themselves trapped by unclear cancellation processes, hidden equipment charges, or confusion about notice periods. The good news is that cancelling is far simpler than you might think, and your consumer rights in the United Kingdom protect you at every step.

Common reasons to cancel

You might be cancelling because your promotional rate has ended and prices have jumped significantly. Others leave when they relocate and discover Now Broadband isn't available at their new address. Some customers switch to a faster provider, whilst others simply want to escape the hassle of returning equipment or paying early exit fees. Whatever your reason, Stopee recognises that cancellation should be friction-free, not punitive.

What cancellation means for your account

Cancelling Now Broadband means terminating your service agreement and, crucially, returning the NOW Hub router that came with your package. Your account will close on your requested date, and you'll lose internet access at that point. Most importantly, you must provide the correct notice period to avoid early termination charges, which can range from £5 to £50 depending on your contract status.

Understanding your contract and notice requirements

Your cancellation timeline depends entirely on which type of contract you hold with Now Broadband.

Fixed-term contracts

If you're in an initial 12-month contract, you cannot cancel penalty-free until that contract ends. Attempting to leave early triggers an Early Termination Charge (ETC), typically calculated as the remaining monthly fees for your service until the contract expires. For example, if you're six months into a 12-month contract at £30 monthly, you'd face a £180 charge.

However, consumer law in the United Kingdom offers protection here. Under the Consumer Rights Act 2015, you have a statutory right to cancel within 14 days of purchase, even if you're in a fixed-term contract. This applies only to new orders, not to existing services, but it's worth knowing if you've recently switched to Now Broadband.

Rolling monthly contracts

Most customers who've been with Now Broadband for more than 12 months are on a rolling monthly contract. This means you're no longer tied to a fixed period and can cancel with just 30 days' written notice. This is where Stopee's cancellation framework becomes invaluable because the 30-day notice period is strict, and miscounting those days is a common mistake that delays your exit.

Pro tip: Count 30 days from the date Now Broadband receives your cancellation request, not the date you send it. If you submit your request on 1st March, your cancellation date is typically 31st March. This distinction matters because your service continues until that final date, and you're charged accordingly.

Your consumer rights when cancelling

The United Kingdom's consumer protection framework gives you several powerful rights when cancelling broadband services.

Consumer rights act 2015

Under this law, you have the right to cancel within 14 days of concluding a distance contract (which includes online broadband purchases) without penalty and without justification. This 14-day cooling-off period is absolute, regardless of whether you've already started using the service. Now Broadband must refund any payments you've made, including setup fees, and you bear only the cost of returning the router.

Additionally, the Consumer Rights Act protects you against unfair contract terms. If Now Broadband attempts to charge you an excessive early exit fee, you can challenge it as disproportionate. The Office of Communications (Ofcom) has previously determined that exit fees should reflect genuine costs to the provider, not punitive sums designed to trap customers.

Ofcom regulations

Ofcom, the telecommunications regulator in the United Kingdom, requires Now Broadband to provide clear information about cancellation at the point of sale and in your contract documentation. They must make cancellation as easy as purchase, meaning online ordering should be matched by online cancellation options. If Now Broadband refuses to let you cancel online and insists on postal-only cancellation, you can escalate to Ofcom as this may breach their transparency obligations.

Most importantly, Ofcom requires a maximum 30-day notice period on rolling contracts, which is what Now Broadband offers. If they ever demand a longer notice period, you have grounds to complain.

Methods to cancel now broadband

Now Broadband gives you three distinct ways to cancel your service, each with different timescales and documentation requirements.

Online cancellation

The fastest method is cancelling through the NOW website or the NOW mobile app. Log into your account, navigate to account settings or subscriptions, and select the option to cancel your broadband service. The system will ask why you're leaving and whether you want to keep any other NOW services attached to your account.

Pro tip: Take a screenshot of the cancellation confirmation screen before you submit. Now Broadband will email a confirmation, but screenshots provide instant proof of your cancellation request timestamp, which protects you if a dispute arises about the notice period.

Phone cancellation

You can call Now Broadband's customer service team to request cancellation verbally. Have your account number and the reason for cancellation ready. The agent will process your request and email a written confirmation. Ask them explicitly for the cancellation date in writing and confirm the 30-day notice period before ending the call.

Warning: Some customer service teams use retention scripts designed to delay your cancellation. They might offer discounts, price reductions, or service upgrades to convince you to stay. If you're certain you want to cancel, politely but firmly insist on proceeding. You don't owe the company a negotiation.

Postal cancellation

You can also send a written cancellation request by post to Now Broadband's registered address. Include your full name, account number, current address, and a clear statement that you wish to cancel your broadband service. Send this via Royal Mail Signed For so you have proof of delivery. The 30-day notice period begins when Now Broadband receives your letter, not when you post it, so allow extra time.

How to cancel now broadband step-by-step

Follow these steps to ensure your cancellation is processed correctly and without unnecessary charges.

Via the NOW website or app

1. Log into your NOW account using your email address and password.
   • If you've forgotten your password, use the password reset option before you start.
2. Navigate to "Account" or "My Account" in the main menu.
   • Look for a section labelled "Manage subscriptions" or "Manage services".
3. Find your broadband service listed amongst your active subscriptions.
   • You may see other NOW services like streaming apps; ensure you select only broadband.
4. Select the option to "Cancel" or "Remove service".
   • The system will ask why you're cancelling; select the reason that applies to you.
5. Review the cancellation summary, including your final cancellation date and any outstanding balance.
   • Confirm that the cancellation date is at least 30 days from today if you're on a rolling contract.
6. Click "Confirm cancellation" and take a screenshot of the confirmation page.
   • This screenshot is your proof; save it to your phone or computer immediately.
7. Check your email within the next hour for a cancellation confirmation from NOW.
   • If no email arrives within 24 hours, contact customer service to verify your request was processed.

Via phone

1. Gather your account number, which appears on your bill or in your online account dashboard.
2. Call Now Broadband's customer service line and select the option for account management or cancellations.
3. Provide your account number and full name when prompted.
4. Tell the agent: "I would like to cancel my broadband service."
   • Be direct and avoid saying "I might want to" or "I'm thinking about" as this invites the retention process.
5. Listen to the agent's offer of retention incentives, then repeat: "I'm certain I want to cancel. Please proceed with my cancellation request."
6. Confirm your cancellation date (it should be 30 days from today on a rolling contract).
   • Ask the agent to state this date clearly so you both agree on when your service ends.
7. Request that the agent email you a written cancellation confirmation.
   • Most agents will do this automatically, but explicitly asking ensures it happens.
8. Thank the agent and end the call, then watch for your confirmation email.

Via post

1. Obtain Now Broadband's cancellation address from their official website or your account documentation.
   • The address is typically listed under "Contact us" or "Cancellations".
2. Write a formal cancellation letter including:
   • Your full name and current address
   • Your account number
   • The date you're writing the letter
   • A clear statement: "I request cancellation of my Now Broadband service effective 30 days from receipt of this letter"
   • The date you posted the letter (for your records)
3. Place your letter in an envelope and address it to the cancellation address provided by Now Broadband.
4. Take the letter to your nearest Royal Mail office and request "Signed For 1st Class" delivery.
   • This service costs approximately £1.45 and provides tracking and proof of delivery.
5. Keep your receipt and tracking number until your cancellation is complete.
   • The receipt proves when Now Broadband received your letter, which determines your cancellation date.
6. Wait three to five working days for Now Broadband to acknowledge your letter.
   • They should email or write to you confirming receipt and your cancellation date.

Refunds and final charges explained

Understanding what you'll owe and what you might reclaim is crucial to a smooth cancellation.

What you'll be charged

Your final bill from Now Broadband will include:

• Broadband service charges up to and including your cancellation date
• Any outstanding balance from previous months (if applicable)
• Equipment non-return fee if you don't send back the NOW Hub router (typically £50)

You will not be charged an Early Termination Charge if you're on a rolling monthly contract and you've provided 30 days' notice. If you're still within a fixed-term contract and you cancel before it expires, the ETC will be added to your bill.

What you might reclaim

If you cancel within 14 days of purchase under the Consumer Rights Act 2015 cooling-off period, Now Broadband must refund your setup fee and all service charges. You'll only be charged for the service you've actually used, calculated on a daily basis. The company may also deduct the cost of the router from your refund, but only if it wasn't damaged by you.

Pro tip: If you're due a refund and it doesn't appear within 30 days of cancellation, contact Now Broadband's billing team directly. Refunds sometimes process slowly, but 30 days is the standard timescale. If they miss this deadline, you can escalate to Ofcom or, if necessary, the Financial Ombudsman Service.

Returning your router

This is where most customers run into unexpected charges. Now Broadband will include a prepaid return label with your final correspondence. You must pack the NOW Hub router (and any cables that came with it) and post it back using this label within 14 days of cancellation.

Ship the router via Royal Mail Tracked 24 or another tracked courier so you have proof of return. Keep your tracking reference until you see the equipment charge disappear from your account. If you lose the router or fail to return it, Now Broadband will charge you a replacement fee of £50 or more.

Common mistakes and how to avoid them

Cancellation feels daunting, and many customers trip up on preventable errors that delay their exit or cost them money.

Miscounting your notice period

The 30-day notice period runs from the date Now Broadband receives your cancellation request, not the date you submit it. If you call on a Monday morning, count 30 days from that Monday, not from when the agent processes it later that week. If you use postal cancellation, add three to five days to account for mail delivery. Many customers think they're cancelling in 30 days but accidentally give only 25 or 26 days, which extends their service and charges unnecessarily.

Forgetting to return the router

The NOW Hub router belongs to Now Broadband, and you're responsible for returning it. Hundreds of customers cancel successfully but then receive a surprise £50 charge weeks later because they threw away the router or forgot to post it back. Set a calendar reminder for the day your cancellation takes effect to package and mail the router immediately.

Cancelling the wrong service

If you're subscribed to both NOW broadband and NOW streaming services (films, TV, sport, etc.), the system will ask which service you want to cancel. Selecting the wrong one means you'll cancel your entertainment but keep paying for broadband, or vice versa. Carefully read the cancellation confirmation to verify you're cancelling only the service you intend to drop.

Not keeping proof of cancellation

If a dispute arises about whether you cancelled, your proof is your lifeline. Save screenshots, emails, and Royal Mail receipts in a folder on your computer. If Now Broadband later claims you never cancelled and continues charging you, this evidence lets you challenge the charges immediately.

What to do after cancellation

Your cancellation doesn't end on the final service date; a few critical tasks remain.

Monitor your final bill

You'll receive a final invoice within 10 to 14 days after your service ends. Review this carefully for unexpected charges. Check that you're not being billed for months beyond your cancellation date, that there's no phantom Early Termination Charge if you were on a rolling contract, and that the equipment return fee hasn't appeared (assuming you've returned the router).

If you spot an error on your final bill, contact Now Broadband's billing team immediately with evidence of what you've been charged. They can adjust invoices within 30 days of issue.

Confirm router return

After you've posted the router back using the tracked return label, monitor your tracking until delivery is confirmed. Once it's delivered, wait 7 to 10 days and check your account to confirm the equipment charge has been removed. If it hasn't disappeared within two weeks of delivery, contact Now Broadband to confirm they've received it.

Update your internet provider

Plan your next broadband service before your Now Broadband cancellation takes effect. If you don't arrange alternative internet, you'll have no connection on your cancellation date. Compare providers, arrange a start date that aligns with your Now Broadband end date, and ensure the new provider can deliver to your address.

Pricing and contract terms: what you need to know

Understanding the financial side of your Now Broadband contract helps you calculate any cancellation costs and decide whether leaving makes financial sense.

Comparison: now broadband vs. alternatives

If you're leaving Now Broadband, you may be comparing it to other providers. This comparison shows how cancellation policies stack up across major UK broadband suppliers.

Customer reviews and satisfaction

Now Broadband holds a strong satisfaction rating of 4.5 out of 5 stars across independent review platforms. Customers consistently praise the straightforward pricing, flexible month-to-month contracts, and easy online management. However, cancellation experiences vary, with some reporting smooth exits whilst others faced delays in refund processing or confusion about router return procedures.

The most frequent cancellation complaint is about the length of the postal process; customers who cancel by post often wait longer for confirmation than those who use the online portal. The second most common issue is the equipment return fee being charged unexpectedly, typically because the router was lost in the post or the return deadline was missed.

On balance, Now Broadband's cancellation process is straightforward compared to some competitors, especially because rolling monthly contracts allow exit without penalty. The key to avoiding problems is following the process exactly and documenting every step.

Key takeaways and your next steps

Cancelling Now Broadband is simpler than it seems when you understand your contract type, your rights, and the specific steps to follow. On a rolling monthly contract, you'll exit penalty-free with just 30 days' notice. If you're within a fixed-term deal, you can still cancel within 14 days under Consumer Rights Act 2015 protections, or you can pay the Early Termination Charge if you need to leave sooner.

Your cancellation method matters less than your documentation; whether you cancel online, by phone, or by post, keep proof of your request. Return your router promptly to avoid surprise charges. Most importantly, start the process well in advance so your new internet connection is arranged before your Now Broadband service ends.

Stopee has helped thousands of consumers cancel broadband services with confidence and clarity. Whether you're leaving because of price increases, moving house, or simply seeking better value, you deserve a cancellation process that respects your time and protects your money. Use this guide, follow the steps, and keep your documentation safe. If Now Broadband refuses to cancel or disputes your refund, escalate to Ofcom. Your consumer rights are absolute, and Stopee is here to remind you that you're in control of this decision.

How to contact now broadband

If you need to reach Now Broadband for cancellation support or to clarify any aspect of your contract, use the following contact details:

Postal address for cancellations:

Now Broadband
Cancellations Team
Bluebell Trading Estate
Shoreham-by-Sea
West Sussex
BN43 5FE
United Kingdom

Phone: 0333 004 4010 (Monday to Sunday, 7am to 11pm GMT)

Online: Log into your NOW account at now.com to access the help centre or live chat support.

When contacting Now Broadband, have your account number ready and be clear about your intent to cancel. Reference your contract type (fixed term or rolling monthly) so the team can provide accurate guidance on notice periods and any applicable charges. Stopee recommends keeping records of all communication for your own protection.