Cancel Now Broadband the easy way

Overview

Now Broadband is a broadband service sold under Sky UK Limited, offering a mix of monthly Basics plans and longer-term Full Fibre and Superfast plans. The product is targeted at UK households wanting flexible broadband with the option to add NOW TV streaming passes.

Core features

NOW offers multiple speed tiers including 36Mbps, 75Mbps and 100Mbps download options, pay-as-you-use calls on some plans, and a mix of ongoing monthly and 24-month minimum-term plans.

Company facts

Online form / Live Chat

1. Go to the NOW Help page and click 'Contact Us' to open the support form or Live Chat.
2. Choose the broadband option and state you want to cancel the broadband service.
3. Provide your full name, account number, billing address, postcode and contact phone and email.
4. Request written confirmation of cancellation and a reference number; save the chat transcript or confirmation email.

Email

1. Compose an email to [email protected] with subject 'Cancel NOW Broadband - [Your account number]'.
2. Include your full name, account number, address, postcode, telephone number and email address.
3. State the effective date you want cancellation to start (cancellation takes effect from the date NOW receives the request).
4. Send and save the sent email. If you do not receive confirmation within 14 days, follow up by phone or post.

Phone

1. Call 0330 332 3050 and be ready with account details and any security information they request.
2. Ask the agent to cancel your broadband and provide a cancellation reference number.
3. Request a confirmation email and the effective date of cancellation; write down the agent's name and the call time.
4. If the automated line fails, try Live Chat or send a registered letter.

Post (registered letter)

1. Write a clear cancellation letter including your full name, account number, address and signature.
2. Send by registered post to Now Broadband, PO Box 3398, BS1 9NE Bristol, United Kingdom.
3. Keep proof of postage and the delivery receipt; cancellation is effective on the date NOW receives the letter.
4. Allow at least 7 working days for processing after delivery and chase if you do not receive confirmation.

Moving home

If you move to an address outside NOW coverage, state the new address and provide a proof document such as a solicitor's letter, new tenancy agreement or final gas/electrication bill showing the new address. NOW will confirm whether the service can transfer. Applicable law: Consumer Rights Act 2015 (service must be performed with reasonable care and skill).

Price increase

If NOW increases your contract price mid-term and the terms give you the right to cancel, you may cancel within 30 days of the increase where NOW offers that right. Provide the notification from NOW or a screenshot of the price change as proof. Applicable law: Consumer Contracts Regulations 2013 and CMA guidance on unfair terms.

Death of the subscriber

If the account holder has died, contact NOW with a copy of the death certificate and proof of your authority to act (executor letter or power of attorney). NOW will advise next steps and any applicable refunds.

Legitimate grounds accepted by NOW

NOW accepts cooling-off cancellations, lack of service activation, and relocation outside coverage. Required documents depend on the reason: cooling-off requires order details; failed activation requires appointment records and correspondence. Applicable law: Consumer Contracts Regulations 2013; Consumer Rights Act 2015.

End of commitment

If your plan has a 24-month minimum term, cancellation at the end of that term requires notice to NOW; provide account details and request the effective date. If you cancel before the end of a minimum term, NOW's specific early termination charges are not publicly disclosed by NOW.

Cooling-off period (14 days)

For contracts concluded online or off-premises, you have a 14-day cooling-off period from the later of delivery of the Hub, activation or receipt of terms. If you cancel within 14 days, ALL payments received including delivery costs for the Kit will be refunded, subject to deduction for proportionate service used. NOW must refund within 14 days of receiving the returned Kit or evidence of return. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Before you cancel: negotiate

Contact NOW's retention team by phone or Live Chat and state you are considering cancellation. Use your current plan and any competitor offers as leverage. Research indicates NOW has both ongoing monthly Basics and 24-month plans, but public reporting does not list standard retention discounts; customers should request a price match, temporary bill credit, or a switch to a monthly Basics plan. If the agent refuses, request escalation and a written record of offers.

What cancelling saves you

Compute the yearly cost for common NOW plans:

• NOW Broadband Basics (Fab Fibre): 23 months? No. Price: £20 per month - 12 x aaaaaaaaaaaaaaaaaaaaaaaaa0 x 12 = aaaaaaaaaaaaaaaaaaaaaaaaa40
• NOW Broadband Basics (Brilliant Broadband): aa£18 per month - 12 x £18 = £216
• NOW Superfast: £23 per month - 12 x £23 = £276
• NOW Full Fibre 75: £23 per month - 12 x £23 = £276
• NOW Full Fibre 100: £23 per month - 12 x £23 = £276

Example saving: switching from NOW Full Fibre 100 at £23 to NOW Basics at £18 saves £5 per month, or 12 x £5 = £60 per year.

Cheapest available plan within NOW in research is NOW Broadband Basics (Brilliant Broadband) at £18 per month (annual cost £216). If you want the lowest bill and eligibility applies, Basics plans may require receipt of specific benefits such as Universal Credit.

Key UK consumer law

Contracts concluded online or off-premises are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (14-day cooling-off period). Services must be performed with reasonable care and skill under the Consumer Rights Act 2015.

Auto-renewal and unfair terms

The Competition and Markets Authority treats hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If you face unclear renewal or cancellation hurdles, record all communications and escalate.

How to escalate

1. Complain in writing to NOW first and keep proof. 2. Contact Citizens Advice for guidance and template complaint steps: Citizens Advice - cancelling broadband. 3. If unresolved, complain to the relevant ombudsman for communications services. 4. For card payments, consider Section 75 or a chargeback via your card issuer.

Return equipment

If you received a NOW Broadband Hub or Kit, return it promptly. NOW's refund policy states they will refund payments once they receive the Kit or evidence of return. NOW may charge for return costs and can offset returns costs against money owed.

Final billing and refunds

If you cancelled within the 14-day cooling-off period, NOW must refund all payments including delivery costs for the Kit, subject to proportionate charges for used service. NOW must refund within 14 days of receiving the returned Kit or proof of return. If you cancelled after activation, one-off activation or setup fees may not be refunded.

Reactivation and new contracts

If you later want NOW service again, you will need to sign a new contract which may include a minimum term. Keep your cancellation confirmation to avoid duplicate billing when signing up again.

Follow this checklist to ensure a clean cancellation and smooth refunds.

• Collect account details: account number, billing address and last payment method.
• Choose cancellation channel: Live Chat, email, phone or registered post.
• Send cancellation request including full name, account number, address and desired effective date.
• Ask for a written confirmation and save the reference number, chat transcript or reply email.
• If you received a Hub, pack and return it; retain proof of postage or courier receipt.
• Track refunds: NOW must refund within 14 days after Kit return or evidence of return in the cooling-off period.
• If billed after cancellation, escalate to Citizens Advice and consider a chargeback for qualifying card payments.