Manage Now Broadband

How to cancel now broadband in new zealand and understand your rights

What is now broadband

Now Broadband is a New Zealand internet service provider that delivers fibre and home phone services with straightforward monthly plans and local customer support based right here in New Zealand.

Service overview

Now Broadband offers flexibility through open-term plans with no mandatory long-term contracts, optional calling packs and modems sold separately. You choose the speed and features that match your household needs, then adjust or cancel whenever your circumstances change.

Who chooses now broadband

Now Broadband suits customers who value transparent monthly billing, responsive local support and the freedom to leave without penalty. If you want fibre-speed internet without being locked into a two-year agreement, Now's approach appeals to your need for control and flexibility.

Now broadband pricing and plan options

Understanding what you're paying for helps you decide whether Now Broadband delivers value for your household or whether it's time to explore other options.

Current plan pricing

Pricing notes

These rates are current as of January 2026. All plans operate on a month-to-month basis with no lock-in period, so you control when you stay and when you go. Home phone and calling packs are optional add-ons you can bundle or remove independently from your broadband service.

When cancelling now broadband makes sense

Not every customer relationship lasts forever, and that's perfectly normal-Stopee exists to help you navigate the exit with clarity and confidence.

Reasons to cancel now broadband

You might cancel because you're moving house and switching to a provider in your new area, you've found a faster fibre tier elsewhere, or your household internet needs have changed. You might also cancel if service reliability issues have left you frustrated or if a competitor's bundle offers better value for your actual usage patterns.

Consider before you cancel

Before you take the leap, confirm that your new provider's contract terms don't lock you in longer than Now's flexible month-to-month arrangement. Check whether you'll lose any bundled discounts (for example, if you bundle broadband with phone services). Most importantly, verify that your new address actually supports the faster speeds you're paying for-speed claims and real-world performance can differ significantly.

How to cancel now broadband step by step

Stopee guides you through the most direct and reliable cancellation methods so you avoid delays, hidden charges and confusion.

Cancellation by phone (fastest method)

Calling Now Broadband customer service is your primary and quickest route to cancellation. Now requires a minimum of 5 days' notice before your service actually disconnects, so start the process early if you have a specific disconnection date in mind.

1. Contact Now Broadband customer service using the phone number on your latest invoice or account statement.
   • Have your account number and customer ID ready-you'll find these on your bill.
   • Confirm you're calling from the phone number registered to the account or have an alternative verification method ready (for example, security questions or recent payment proof).
2. Tell the agent you want to cancel your broadband service and provide your requested disconnection date.
   • State clearly: "I want to cancel my Now Broadband account effective [date]"-vagueness often leads to delays.
   • Ask the agent to confirm your final bill will reflect any pro-rated charges or credits due to you.
3. Request a written confirmation email summarising your cancellation, the disconnection date and any final charges.
   • Pro tip: Keep this email-it proves you initiated cancellation on a specific date and protects you if billing disputes arise later.
4. Ask when your account access (online portal, email notifications) will cease and whether you need to return any hardware.
   • Clarify whether the modem remains yours to keep or if it must be returned at your expense.

Cancellation by post (paper trail method)

If you prefer a written record or cannot reach customer service by phone, postal cancellation is available. This method takes longer but creates a documented trail.

1. Write a formal letter on plain paper or your own letterhead addressing the cancellation request to Now Broadband.
   • Include: your full name, account number, customer ID, the service address (the address where broadband is currently connected) and your requested disconnection date.
   • Use clear language: "I hereby request cancellation of my Now Broadband service, effective [date]."
   • Include your contact phone number and current email address for confirmation.
2. Send your letter via registered post to Now Broadband's Napier address (details in the "Cancellation address" section below).
   • Warning: Unregistered post can go missing-always use registered or tracked delivery so you have proof of posting.
3. Keep your proof of posting receipt-you'll need it if Now later claims they never received your cancellation.
   • Write down the tracking number and posting date in a safe place.
4. Follow up with a phone call to customer service within 3 working days after posting.
   • Confirm they have received your cancellation letter and ask for a verbal confirmation of your disconnection date.
   • Request an email follow-up documenting the confirmation.

What you cannot do

Now Broadband does not accept cancellation requests through the Now Assist app, the Apple App Store or Google Play-these channels are not monitored for cancellation purposes. Attempting to cancel via app or email without phone or postal follow-up creates unnecessary risk that your request goes unprocessed.

What happens after you cancel now broadband

Cancellation isn't truly complete until your service is disconnected and your final bill is resolved-Stopee walks you through this often-overlooked transition period.

Service disconnection timeline

Once you've notified Now Broadband, your service will be scheduled for disconnection after the required 5-day notice period. Now will contact you to confirm the exact disconnection date and time, usually a specific morning or afternoon window.

Your internet access will cease on the scheduled date. You'll lose access to your online account portal and email notifications shortly after. If you've bundled home phone services, those will also disconnect unless you've explicitly kept the phone-only option active.

Final billing and refunds

Now Broadband will prepare a final invoice after your disconnection date. This statement will show any remaining charges for the month you disconnect, pro-rated to your exact cancellation date, plus any outstanding usage fees or add-on charges. If you've overpaid (for example, pre-paid for services you won't use), Now will credit your account or refund the balance to your original payment method within 10 to 15 working days.

Pro tip: Check your final invoice carefully line by line. Verify that you're not being charged for services after your disconnection date and that any modem fees or early termination fees are clearly explained and justified.

Hardware return

Confirm with customer service whether your modem must be returned. If Now requires you to return it, you'll receive prepaid return instructions via email. Send the modem back within the timeframe specified-failure to return it may result in a non-return charge appearing on your final bill.

Will you receive a refund

Refund eligibility depends on why you're cancelling and what New Zealand consumer law entitles you to-understanding this upfront prevents disappointment later.

Standard cancellation refund policy

Now Broadband does not offer a blanket 14-day change-of-mind cooling-off period for broadband services under its standard terms. If you cancel simply because you've changed your mind or found a better deal elsewhere, you will not automatically receive a refund of payments already made. You will only be credited for any unused portion of your monthly plan if you cancel mid-month, calculated on a pro-rata basis.

When you are entitled to a refund

Your Consumer Guarantees Act (CGA) rights protect you if Now Broadband fails to deliver the service you paid for. You are entitled to a remedy-repair, replacement or refund-if the service is faulty, not provided with reasonable care and skill, or not fit for purpose.

• If your broadband speeds consistently fall far below what Now advertises (for example, you're receiving 50 Mbps when you've paid for 313 Mbps average), this may breach the CGA's "fit for purpose" guarantee.
• If Now's service is unreliable, dropping out repeatedly or failing to reconnect without reasonable explanation, you may have grounds for a refund under the CGA.
• If Now fails to disconnect you by the promised date or continues billing you after disconnection, they've breached their obligation to provide the service with reasonable care and skill.

How to claim a CGA refund

Contact Now Broadband customer service with a clear explanation of the service failure, the dates it occurred and any evidence (screenshots of speed tests, photos of error messages, email correspondence). Request a refund or credit as a remedy for the CGA breach. If Now refuses, escalate your complaint to the Consumer Protection Authority (also called the Commerce Commission). Stopee recommends documenting everything in writing and keeping copies of all correspondence-this evidence becomes critical if you need to pursue your claim further.

Your consumer rights in new zealand

New Zealand law gives you powerful protections when you purchase broadband or any service, and Stopee believes you should understand them before you cancel.

Consumer guarantees act (CGA) protections

Under the CGA, every broadband service provider must deliver services with reasonable care and skill, within a reasonable timeframe and fit for the purpose you agreed to. If Now Broadband breaches any of these guarantees, you have the right to choose a remedy: repair, replacement or refund.

The CGA applies regardless of what Now's terms and conditions say. Even if Now's contract claims they're not responsible for speed fluctuations or service interruptions, the CGA overrides that clause if Now is failing to meet the legal standard of "reasonable care and skill" or "fit for purpose".

How to escalate a complaint

If Now Broadband refuses to resolve a service failure or refund claim, you can lodge a formal complaint with the Consumer Protection Authority (Commerce Commission). Stopee advises providing detailed evidence: screenshots of speed tests, dates of outages, email records showing your attempts to resolve it with Now, and a clear explanation of the financial loss or inconvenience caused. The Commerce Commission can investigate and order Now to compensate you if they find a breach.

For detailed guidance on your rights, visit the official Consumer Protection Authority website at consumerprotection.govt.nz - refunds, replacements or repairs.

Common mistakes to avoid when cancelling now broadband

Cancellation can feel stressful, and it's easy to slip up-Stopee has seen countless customers accidentally extend their commitments or lose refunds because of these avoidable errors.

Mistake 1: assuming the app cancellation works

Many customers attempt to cancel via the Now Assist app, assuming their request will process automatically. It won't. The app does not route cancellation requests to Now's billing team, so your account remains active and you keep being charged. Always cancel by phone or post.

Mistake 2: not documenting the cancellation date

If you call to cancel but don't request written confirmation, you have no proof of when you initiated the cancellation. Later, if Now claims they never received your request, you cannot counter it. Always ask for a confirmation email or letter showing your cancellation date and requested disconnection date.

Mistake 3: cancelling without checking your final bill timeline

Some customers cancel and assume their bill stops immediately. Now requires 5 days' notice and pro-rates charges to your actual disconnection date. If you cancel on day 15 of a 30-day month, you'll still owe for those 5 extra days. Budget for this in your final invoice.

Mistake 4: forgetting to return the modem

If you own the modem outright, you keep it. But if Now provided it as part of your service, you must return it. Failing to return it may trigger a non-return fee (typically NZ$150 to NZ$200) on your final bill. Confirm ownership before you cancel and arrange return immediately after disconnection.

Mistake 5: not escalating a service failure under the CGA

If your internet hasn't worked properly for months and Now refuses to refund you, many customers simply accept this and move on. Don't. The CGA entitles you to a remedy. Write to Now formally citing the CGA, describe the failure and request a refund. If they refuse, escalate to the Commerce Commission-you have the law on your side.

Before you cancel now broadband: a final checklist

Use this checklist to confirm you're ready and won't regret your decision once the process starts.

Cancellation address for now broadband

If you choose to cancel by post, send your written cancellation request to one of these addresses. Stopee recommends using registered post so you have proof of delivery.

Primary address (Napier)

Now Broadband
PO Box 8043
Napier 4140
New Zealand

Alternative address (Christchurch)

Now Broadband
Christchurch office
(Confirm the full address with customer service before posting, as secondary locations can change.)

Before you post

Call Now Broadband customer service first to confirm these addresses are still current and that posted cancellations are still processed. Postal addresses sometimes change, and you want to ensure your letter reaches the right team.

Get the support you deserve when cancelling

Cancelling broadband should be straightforward, but too many providers complicate the process or hide fees in fine print. Stopee has helped thousands of consumers cancel their subscriptions with confidence, and we're here to help you do the same. Follow the phone or postal steps outlined above, document everything, understand your Consumer Guarantees Act rights and escalate to the Commerce Commission if Now refuses to honour your cancellation or address service failures. Your money and your time matter-make sure your exit is clean, your final bill is accurate and you're never charged after your disconnection date. Take action today, and trust Stopee to keep you informed every step of the way.